Email Connector

[Support Team]

RangerMSP User Question*

I have the connector sending and receiving correctly, however if I click "reply" in RangerMSP on a ticket the customer doesn't get the response (email). The "to" address in the Outlook email that gets created is set to the public support account.

Any advice will be appreciated.

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* Question received by email and shared here for the benefit of our users.

[Support Team]

Answer

Please verify that your email address (the one that you use to reply the customer) exists under your Employee record in RangerMSP and that it is unique, i.e. does NOT exist under any other employee record.
Only replies sent by employees are distributed to the customer.

After changing an email address under the Employee record RESTART 'RangerMSP Server' service for the changes apply immediately.

Also verify the customer email address is listed under Ticket Recipients tab as External Recipient - replies are sent to all of the ticket recipients.

In addition you may check whether your reply was ended up in the Internal Support mailbox where all errors and unrecognized emails are forwarded to (such an email address is configured using ServerConfig).

Hope this helps.