In the context of the Helpdesk, I understood that the piping process would allow an admin to respond to tickets via remote devices, i.e., a cell phone with email client. I understood that replying to an email sent by the helpdesk would in turn send the customer an email with the response from EdSets. Apparently it does not function like that, am I wrong?
The issue seems to be that the Helpdesk sends plenty of emails back and forth to admin, but the customer who wants a response never gets an email! Since the "User Email Notification" does not include a destination email field, how can I make sure this email is being sent by the piping and Helpdesk?
Do we use a return path to specify an email address that will reach the customer??
If anyone can suggest why this isn't working, I would appreciate it.
facts:
1. My piping works at least for all the emails that are generated in the creation of a ticket by a customer.
2. When I respond to a ticket via email, the status does not change, and the customer does not receive an email, even though they are properly set up to send.
3. The advertised process was that you could manage the Helpdesk remotely, which would do the things in (2.) above.
Just a few moments ago, I put in a request on my website for Helpdesk support as a user. The Helpdesk piping system sent me 4 emails to helpdesk@edsets.com:
1. The original customer request was copied to my Helpdesk (admin) 2 times
2. Then two more copies which instead of being delivered to me (ed@edsets.com) they are sent to helpdesk!
