eUKhost Helpdesk :: Support Center - Page 2 - UK Web Hosting | Dedicated Server Windows and Linux VPS Forum

**sprint66** · #21 (**permalink**) 18-11-2006, 15:55

I don't think you understand, though it should be quite simple. Here it is again!

* I use the helpdesk to raise a ticket (ie http://www.eukhost.com/forums/attach...8&d=1163602389).
* Your replies to this ticket come through as emails from yourselves (eg http://www.eukhost.com/forums/attach...9&d=1163602389). However these responses are not logged against the ticket in helpdesk, (eg the email above is not in the helpdesk) So I have no record of the response other than the email. If my email wasn't working, I would assume there had been no response at all.
* Also if I then reply to the email from you, I get the " Thank you for contacting us at eukhost.com." email, which obviously makes no sense.

So basically, reponses to helpdesk tickets should be recorded with the ticket.

Get it?

**eUKhost.com** · #22 (**permalink**) 18-11-2006, 19:22

I verified everything once again and here are the steps which I followed to do so :-

1. I opened http://support.eukhost.com in my browser.
2. I clicked on register option to make a new account on the helpdesk.
3. I filled up my email address and clicked on send confirmation
4. I opened my yahoo mailbox to see the confirmation link
5. I clicked on the confirmation URL which took me to the helpdesk once again to fillup remaining information
6. I filledup remaining information
7. clicked on continue
8. Clicked on 'open a new ticket'
9. submitted new ticket with a test message
10. replied to the test message from cerberus
11. clicked on 'My Ticket History' from the helpdesk
12. replied to the ticket once from my yahoo mailbox and once from the support help desk
13. answered both the message from cerberus.

I have followed this steps and the initial ticket creation notification came for the first time and not after that. I could see my 4 replies as separate emails from my yahoo account and inside a single frame on the support help desk

**sprint66** · #23 (**permalink**) 19-11-2006, 14:46

Ok, so you're saying it works in the way I said it *should* work..

So all your responses are logged under your helpdesk ticket, whether you used email or helpdesk? If so, this is different behavior to what I am seeing.

Also when I get a support email in response to a raised ticket, it comes from "support@eukhost.com". If you send an email to this address, you get the ticket creation notification email in return, so the email you generated from cerberus must have had a different email 'from' address?

When you replied to the ticket in cerberus, did you get the response emailed to you, as well as being logged with the ticket?

When you replied to the ticket by email, was this email logged with the ticket?

**eUKhost.com** · #24 (**permalink**) 19-11-2006, 19:14

Yes. It sends notification of ticket creation only for the first time and I replied to the ticket 4 times from my yahoo mailbox and 4 times from the interface and it didn't send ticket creation notification but the actual reply was emailed to me and same was logged against the ticket on the help desk.

If you have any email address reserved for testing purpose then let me know that and we will play with it on our help desk

**sprint66** · #25 (**permalink**) 20-11-2006, 20:21

But I have proved to you that it doesn't work. I have support emails from you that are not logged against tickets, as shown in the screenshots. Could you tell me what the 'from' address was on the support emails you got in your yahoo email?

I am not making this stuff up for the fun of it you know!

**sprint66** · #26 (**permalink**) 20-11-2006, 20:22

I will raise a new 'test' support ticket if you want, and we can play with it..

**eUKhost.com** · #27 (**permalink**) 20-11-2006, 20:50

I got reply from support@eukhost.com. Please open a ticket and send me your helpdesk account password by PM. I will remain on this thread till we sort this problem.

**sprint66** · #28 (**permalink**) 21-11-2006, 15:53

Ok, ticket raised HOY-75693-214, pm sent..

Chris

**eUKhost.com** · #29 (**permalink**) 21-11-2006, 18:55

Hello Chris,

I have completed my part. Please proceed.

**sprint66** · #30 (**permalink**) 21-11-2006, 22:33

I think I should have received all your responses via email, as well as being logged against the ticket. I think (though not 100% sure) that you confirmed this is what should happen. I didn't even get a ticket creation notification email this time. So whats going wrong in my case? The email address works, because I got a notification of a reply to this thread..

Chris

**eUKhost.com** · #31 (**permalink**) 22-11-2006, 00:09

I am not able to figure out why you didn't get ticket creation notification.

I will take a look at all logs on your server as well as our helpdesk server and figure out what exactly has gone wrong.

**netequette** · #32 (**permalink**) 22-11-2006, 10:32

Sprint66 Have you checked your Junk E-mail folder?
I had to add eukhost to my safe sender list as all email from them was going to my spam folder.

Just a thought

**sprint66** · #33 (**permalink**) 22-11-2006, 11:31

Quote:

Originally Posted by eukhost.com

I am not able to figure out why you didn't get ticket creation notification.

Should I have received the other ticket entries as emails too?

Quote:

Originally Posted by netequette

Sprint66 Have you checked your Junk E-mail folder?
I had to add eukhost to my safe sender list as all email from them was going to my spam folder.

Checked it, but its not there.

I have received ticket creation notification before, and its not really my main priority. My priority is getting ticket replies by email.

**eUKhost.com** · #34 (**permalink**) 22-11-2006, 11:42

I am looking into this.

We recently got our helpdesk server upgraded and IP address of the helpdesk server has changed. Reverse DNS was not added on the IP so I am doing that right now. I will check logs on both server to figure out exact reason for this.

**eUKhost.com** · #35 (**permalink**) 22-11-2006, 11:58

Reverse DNS settings have been changed and the changes should propagate in next 12 - 24 hours.

Reason why you never got all those replies can be explained by following logs :-

2006-11-21 09:47:25 1GmXps-00006O-Jk ** eukhost@yourdomain.net R=lookuphost T=remote_smtp: SMTP error from remote mail server after RCPT TO:: host yourdomain.net [your.ip.add.ress]: 550-Message rejected because server06.specialservers.com [64.38.57.90] is\n550-blacklisted at bl.spamcop.net see Blocked - see\n550
www. spamcop.net/bl.shtml?64.38.57.90
2006-11-21 12:48:50 1GmafS-0002Qx-Hg ** eukhost@yourdomain.net R=lookuphost T=remote_smtp: SMTP error from remote mail server after RCPT TO:: host yourdomain.net [your.ip.add.ress]: 550-Message rejected because server06.specialservers.com [64.38.57.90] is\n550-blacklisted at bl.spamcop.net see Blocked - see\n550
www. spamcop.net/bl.shtml?64.38.57.90
2006-11-21 12:52:36 1Gmaj4-0002gj-Nx ** eukhost@yourdomain.net R=lookuphost T=remote_smtp: SMTP error from remote mail server after RCPT TO:: host yourdomain.net [your.ip.add.ress]: 550-Message rejected because server06.specialservers.com [64.38.57.90] is\n550-blacklisted at bl.spamcop.net see Blocked - see\n550
www. spamcop.net/bl.shtml?64.38.57.90
2006-11-21 12:54:11 1Gmakd-0002ls-Qi ** eukhost@yourdomain.net R=lookuphost T=remote_smtp: SMTP error from remote mail server after RCPT TO:: host yourdomain.net [your.ip.add.ress]: 550-Message rejected because server06.specialservers.com [64.38.57.90] is\n550-blacklisted at bl.spamcop.net see Blocked - see\n550
www. spamcop.net/bl.shtml?64.38.57.90

Your webhost considers our helpdesk server as blacklisted in spamcop.net but its not. Our helpdesk server is used for sending ticket replies only and there is no other outgoing mailservice on the server so there should be no reason for its blacklisting.

**sprint66** · #36 (**permalink**) 22-11-2006, 19:21

That would explain a lot!

Can you de-list that server?:
www. spamcop.net/w3m?action=checkblock&ip=64.38.57.90

**eUKhost.com** · #37 (**permalink**) 22-11-2006, 21:48

It was not listed when I replied. But it got listed once again when you checked. I have managed to get it delisted and found out the source responsible for its listing.

Our ticket creation auto responder was used thoughfully by the spammers on other networks. They specified our email address in reply-to field and all error messages and spams sent by them were showing our email address as the sender though the emails originated from other networks.

I have implemented callout and spf records to get rid of this. exim logs are showing constant failure messages which proves that the problem has been sorted now.

**sprint66** · #38 (**permalink**) 23-11-2006, 10:34

Ok, I have replied to the ticket again, if someone could reply to it, I will see if I get an email.