Questions

email-replies Clear Tag Filter

Clients sending help requests to the Replies email address

(We use GMail, BTW) From time to time, clients will send requests for help to the Replies email address. Since the message doesn't contain a token, the message isn't processed. The Replies monitor log had a message like this:
Error encou...
2 Answers
John Shearer Last activity on 8/11/2023 3:29:05 PM by Becky Klein

Auto Reply to Requester of Unsuccessful Email Replies

Hi there,
We have an email reply setup and whenever someone emails that address directly to submit a ticket it sends that email into the unsuccessful folder and produces an email regarding the Subject not having a reply token, which is sent t...
1 Answer
Damon Stennett Last activity on 2/13/2023 4:53:02 PM by Mark Sayers

Error Description: The input is not a valid Base-64 string as it contains a non-base 64 character, more than two padding characters, or an illegal character among the padding characters.

Hi there,
I've received a message from our application reporting a failed ticket update with the following content:
The attached message was sent to an inbox and could not be processed by the Email Monitor 'Email Replies' with the ID of ...
1 Answer
Damon Stennett Last activity on 12/14/2022 10:30:11 AM by Mark Sayers

Status of Updated Tickets

When our technicians reply to a service request (and expect a response from the customer), they set the status to On Hold. When the customer replies, the status reverts back to the last off-hold status (in this case "In Process.") The technician ...
1 Answer
chelsea doyle Last activity on 2/25/2022 8:53:21 AM by Greg Van De Mark

Email correspondence

Hello all,
As we build out ticketing systems across our organization, I am concerned that we will be using the same servicedesk email address that will be associated, by users, with our IT service desk.
For example, when we have a new de...
1 Answer
Robert Kelly Last activity on 10/13/2021 4:15:08 PM by Mark Sayers

converting support center emails into tickets

My TDX system is setup using one email address for both email monitoring and reply monitoring. However, we aren't currently taking in requests via email (even though the monitor is configured) - emails without a reply token are moved into the &qu...
1 Answer
Becky Klein Last activity on 4/20/2020 10:50:21 AM by Mark Sayers

Reply to an email doesn't update the ticket, but creates a new ticket

I think that (for the way we have our ticket settings set up) if someone replies to an email on a ticket that has been in a status class of completed or cancelled for more than 10 (a configurable amount) days, a new ticket is created.
We have...
2 Answers
Greg Van De Mark Last activity on 12/9/2019 1:30:32 PM by Greg Van De Mark

email replies

It looks like a ticket was merged with another ticket. Then when a email reply came in, it erred because the token was pointing to a ticket that no longer existed. Does that mean that TDX cannot redirect an email reply to the ticket that the orig...
1 Answer
Joe Allen Last activity on 11/8/2019 2:31:09 PM by Joe Allen

email replies from sandbox

What happens when the exact same ticket exists in both production and the sandbox, and a test is made in the sandbox? Will email replies generated from the sandbox ever update production tickets? I did a test and while the production email replie...
3 Answers
Joe Allen Last activity on 10/30/2019 3:22:01 PM by Joe Allen

Error with email replies

What does 'Error: Email token is invalid.' mean?
This occurred during a ticket (# 11136264).
There had been some email back and forth with the requestor and then this happened?
Thanks.
2 Answers
Joe Allen Last activity on 10/23/2019 10:47:05 AM by Joe Allen

Email Monitor Messages

I am getting alot of these emails lately because of reply tokens. Can someone tell me why this is happening and what do I need to change to stop it? The only thing that has changed is we moved our emails to Office365

"Reply token f...
1 Answer
Denise Nelson Last activity on 6/4/2019 4:34:51 PM by Mark Sayers

Email Replies: IMAP vs SMTP

Hello,
We would like to stop using IMAP for email replies is there an SMTP option? If I configure the custom SMTP server option in the Email Server Settings section will that cover replies as well as all outbound communication?
thanks,
...
4 Answers
Jeremy Luring Last activity on 6/3/2019 3:53:46 PM by Jeremy Luring

Do email monitors have to be restarted for settings changes to take effect?

If one of the Email Monitor or Email Replies monitor settings is changed, should it take effect immediately? An example would be the setting for how to handle emails that contain reply tokens (or that don't contain tokens for the replies) being...
1 Answer
David Durling Last activity on 5/3/2019 12:06:01 PM by Mark Sayers

email monitoring versus email replies

I've been asked to use the same email for both email replies and email monitoring. At first glance I'd rather use separate emails because I could see some issues. What do you think?
Thanks,
Joe
1 Answer
Joe Allen Last activity on 4/26/2019 4:44:08 PM by Mark Sayers