No ticket number - UK Web Hosting | Dedicated Server Windows and Linux VPS Forum

**stevem** · #1 (**permalink**) 22-02-2008, 19:27

I have recently transferred to a VPS here and support has been absolutely superb (I am really impressed).

However, this afternoon (5:15pm) I created a ticket with a question about SpamAssassin not working on one account. Normally I get 2 emails, one with the question and another with a ticket number but this time I only got the former. A follow-up email was not auto-replied to either.

I wonder if, having put a sample of an offending spam header in the ticket, meant that it was perceived as spam and hence thrown away?

Should I just be more patient and wait, try again or what? Advice appreciated.

Steve

**DPS Computing** · #2 (**permalink**) 22-02-2008, 19:41

What you have said definitely sounds plausible. Have you tried sending the spam text as a notepad file attachment? That way the e-mail should not be mistaken for spam

.

Rock · #3 (**permalink**) 22-02-2008, 19:41

Hi Steve, could you please PM me your registered email address, I'll need that to lookup your ticket in the support ticket database. Standing by to assist,

**stevem** · #4 (**permalink**) 22-02-2008, 19:46

Thanks very much Rock. Unfortunately the system says you aren't receiving PMs

I've sent an email instead - hope that's OK.

**DPS Computing** · #5 (**permalink**) 22-02-2008, 19:53

A nice speedy response. Well done eUKhost (and Rock). Its nice to see the response times are very consistant.

Good luck with getting your problem sorted out stevem

.

**stevem** · #6 (**permalink**) 23-02-2008, 12:54

The ticket hadn't been received presumably because of the spam content in it. The solution turned out to be Live Chat. I pasted the contents of the spam header into that and the agent used that to create another ticket.
And yes, the problem was subsequently sorted out

Rock · #7 (**permalink**) 23-02-2008, 20:20

Quote:

Originally Posted by stevem

The ticket hadn't been received presumably because of the spam content in it. The solution turned out to be Live Chat. I pasted the contents of the spam header into that and the agent used that to create another ticket.
And yes, the problem was subsequently sorted out

I'm glad that your issue was sorted out

I'm confused on my PMbox, maybe I need to clear the PM box now [lots of msgs in there]

You have many options to call on support, they include : Ticket Support, Live Chat Support, Phone Support, Forums, Personal Email [in certain cases].

**stevem** · #8 (**permalink**) 29-02-2008, 09:46

This problem has happened again. I created a ticket about a problem with spamd and received no auto-reply. I am pleased to say Live Chat was able to create the ticket for me*.

It's beginning to look like eUKhost support is not accepting emails with spam in the subject or perhaps the message. Of course, I can't test this theory by sending lots of emails as I would upset support and perhaps get in the way of other support emails. But on the basis of 2 different tickets and emails there does seem to be a problem.

In the future I will either try to remember not to put a word containing spam in the subject (it was SpamAssassin and spamd in the 2 tickets) but I can't be sure that would be enough.

Perhaps eUKhost would like to investigate?

-------------------------------------------------
PS * That ticket was resolved in record time

**eUKhost.com** · #9 (**permalink**) 29-02-2008, 12:46

Quote:

Originally Posted by stevem

This problem has happened again. I created a ticket about a problem with spamd and received no auto-reply. I am pleased to say Live Chat was able to create the ticket for me*.

It's beginning to look like eUKhost support is not accepting emails with spam in the subject or perhaps the message. Of course, I can't test this theory by sending lots of emails as I would upset support and perhaps get in the way of other support emails. But on the basis of 2 different tickets and emails there does seem to be a problem.

In the future I will either try to remember not to put a word containing spam in the subject (it was SpamAssassin and spamd in the 2 tickets) but I can't be sure that would be enough.

Perhaps eUKhost would like to investigate?

-------------------------------------------------
PS * That ticket was resolved in record time

Hello Steve,

Spamassassin running on our helpdesk server adds ***SPAM*** in subject of spams which cross score of 10. Our helpdesk(Cerberus) has got its own auto-learning spam protection system and so far it has learnt to block anything which has SPAM in subject. There is no way to get rid of this as we will need to recreate its spam-bayes database to make it learn from the beginning.

**stevem** · #10 (**permalink**) 29-02-2008, 12:58

Ok, so if I just avoid putting any words containing 'spam' in the subject of any ticket or email then it should be received? That's fine because it would then allow me to talk about a spam problem in the message itself.

**NickJ** · #11 (**permalink**) 29-02-2008, 13:24

Quote:

Originally Posted by stevem

Ok, so if I just avoid putting any words containing 'spam' in the subject of any ticket or email then it should be received? That's fine because it would then allow me to talk about a spam problem in the message itself.

Yes, in that case your ticket should be received on our helpdesk and you may receive an auto response including the Ticket ID.