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Questions (Tickets) email notifications NOT working

Wheel_nut
Grafter
Posts: 886
Registered: ‎03-08-2007

Questions (Tickets) email notifications NOT working

When a PlusNet agent updates a Question (Ticket), the last line of the update to the ticket says:
Exxxxd Exxxxxxz[Notification sent to: username@gmail.com]
.... but emails are not being sent or received.
10 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 13,627
Thanks: 262
Fixes: 75
Registered: ‎27-04-2007

Re: Questions (Tickets) email notifications NOT working

I'm going to test this on a few accounts and let you know what happens, we've not had any other reports of problems with this.
Adam
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Community Veteran
Posts: 26,739
Thanks: 952
Fixes: 10
Registered: ‎10-04-2007

Re: Questions (Tickets) email notifications NOT working

Have you checked in your gmail spam folder?
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
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Plusnet Help Team
Plusnet Help Team
Posts: 13,627
Thanks: 262
Fixes: 75
Registered: ‎27-04-2007

Re: Questions (Tickets) email notifications NOT working

It will probably be in there mine is in my gmail spam folder, I'll get this raised. Now you mention it Jelv this has come up before I'm sure....
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Community Veteran
Posts: 26,739
Thanks: 952
Fixes: 10
Registered: ‎10-04-2007

Re: Questions (Tickets) email notifications NOT working

Perhaps a guide to creating a gmail filter?
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
Plusnet Help Team
Plusnet Help Team
Posts: 13,627
Thanks: 262
Fixes: 75
Registered: ‎27-04-2007

Re: Questions (Tickets) email notifications NOT working

Cheers jelv, good work.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Wheel_nut
Grafter
Posts: 886
Registered: ‎03-08-2007

Re: Questions (Tickets) email notifications NOT working

If it were a Gmail problem then surely I would still see the copy sent to my PlusNet Postmaster account. Yes?  Undecided
Community Veteran
Posts: 1,136
Thanks: 2
Registered: ‎30-07-2007

Re: Questions (Tickets) email notifications NOT working

I've not checked if the PN mail servers are dkim signed or not, or pass any SPF checks, but having those records in place will reduce the likelihood of mail being caught as spam.
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Plusnet Help Team
Plusnet Help Team
Posts: 13,627
Thanks: 262
Fixes: 75
Registered: ‎27-04-2007

Re: Questions (Tickets) email notifications NOT working

As far as I'm aware the system only sends it to your contact e-mail address. I've tested this with several e-mail addresses and it seems to send to them all just fine.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Wheel_nut
Grafter
Posts: 886
Registered: ‎03-08-2007

Re: Questions (Tickets) email notifications NOT working

Adam, All my notifications are indeed in my Gmail Spam folder. I think that PlusNet need to correct the issue of WHY Gmail is categorising PlusNet Support mail as Spam by default.
Jelv, Thank you for correctly diagnosing and suggesting the workaround to this problem.
R
Plusnet Help Team
Plusnet Help Team
Posts: 13,627
Thanks: 262
Fixes: 75
Registered: ‎27-04-2007

Re: Questions (Tickets) email notifications NOT working

Wheel_nut,
As mentioned is happened before so I'll post back here as soon as I've got some more information.
Adam
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team