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Hi there,

You have a very nice tool, but it doesn't seem to work properly and it does not provide me with the error messages that I would expect to receieve in order to help me make it work. I really would like to make your solution work as I am not thrilled to search for another solution or to develop such myself.

Thus far, my deployed SmarterTicket (with the SmarterPing installed) is able to download tickets from the email/POP3 account specified in the Email Settings of the Edit Department. Also the Get Tickets feature is working while using the localhost SMTP Mail Server, but not while trying to reference POP3 account on external mail server.

I am not receiving auto-response from the software as an end-user by submitting a ticket. The messages are in the queue but don't seem to be "transferred" or automatically assigned to the single agent I have created. Please note that the agent is defined as low workload. The agent doesn't receive any emails as yet. Also the Create Active Agents report deson't seem to work as I made sure to log-in as the agent and the active list of agents doesn't seem to be refereshed or updated (while using admin account on a different browser window). Also the administrator receives no errors by email even though he should if errors are created, right?

Do you provide license with source code?

Best,

Evaluator.

In the upper left, in the Logged In As box, click on Change Status when you're logged in as the agent.  Then you can start receiving tickets.  That way users can log in and out of different departments at different times.

Regarding your last question, no we do not provide source code at this time.

Thank you for your reply. The agent is now assigned with the tickets automatically. The agent receives no email notifications as yet. However, the administrator is receiving the following message:

Failed to forward a ticket to an agent's external mail account The message could not be sent to the SMTP server. The transport error code was 0x800ccc6f. The server response was 554 SMTP service not available.

Please advise.

Where the agent's external mail account is configured? As far as I understand, this has to be done in the "Forwarding and Alerts" section when an agent is defined. If that is the case, I don't understand the nature of the problem above as if the SMTP service ia capable of sending other emails. And there is no SMTP authentication issue here. HELP PLEASE.

That's it. I gave up.

You setup the email for notifications under each Agent seperately.  You create the authenticated sender under Email Settings -> Alerts Sent From.  The sender must have permission to relay if you are going to relay (connect to hotmail but send to gmail, etc.)

The 554 smtp error means that you attempted to relay but you are not allowed.  You may need to simply add the correct authentication.  You may have simply used the wrong or mistyped username/password.  If you use SmarterMail, remember that your username is the full email address of the account with permissions.