Gmail replies going back to self rather than tender - ticket responses going missing

Simon King's Avatar

Simon King

11 Mar, 2009 09:05 AM

We've noticed some, but not all, email responses to tickets getting back into the main tender thread. Having done a bit of investigation it seems to be gmail not correctly picking up the Reply-To header in the email. Here's a scenario:

  1. Ticket created - email goes to ticket creator and support staff.
  2. Ticket creator replies by email to ticket - reply gets routed correctly
  3. Support staff reply by email to ticket - reply gets routed back to self

I can provide further details and smtp headers if required.

Thanks!

  1. 1 Posted by Will on 11 Mar, 2009 09:20 AM

    Will's Avatar

    If you can post the details/headers for the email that would rock. I haven't seen this behavior myself or had any other mentions of it. It's possible it could be an isolated case of behavior, at least lets hope so.

  2. 2 Posted by Simon King on 11 Mar, 2009 09:44 AM

    Simon King's Avatar

    OK, here goes. I've simplified the steps a little to recreate the problem. Firstly a bit on the setup:

    Tender email uses a customer 'From:' field: My Company Support [email blocked] I'm using a custom domain name too: http://support.mycompany.co.uk/ My support staff email address uses gmail's 'tagging' feature - i.e. [email blocked] I'm using GAYD as opposed to stock gmail

    To recreate:

    1. I create a new ticket as an anonymous customer
    2. As a member of support staff I get the ticket by email. If I hit reply gmail wants to send the email to my own address - [email blocked]

    The email I receive to my GAYD gmail account looks like this:

    Delivered-To: [email blocked] Received: by 10.90.52.4 with SMTP id z4cs431057agz;

        Wed, 11 Mar 2009 02:27:03 -0700 (PDT)
    

    Received: by 10.115.58.18 with SMTP id l18mr4996089wak.180.1236763621439;

        Wed, 11 Mar 2009 02:27:01 -0700 (PDT)
    

    Return-Path: [email blocked] Received: from smtp.xc88.engineyard.com (smtp.xc88.engineyard.com [65.74.177.134])

        by mx.google.com with ESMTP id n22si19657357pof.2.2009.03.11.02.26.59;
        Wed, 11 Mar 2009 02:27:01 -0700 (PDT)
    

    Received-SPF: neutral (google.com: 65.74.177.134 is neither permitted nor denied by best guess record for domain of [email blocked]) client-ip=65.74.177.134; Authentication-Results: mx.google.com; spf=neutral (google.com: 65.74.177.134 is neither permitted nor denied by best guess record for domain of [email blocked]) smtp.mail=[email blocked] Received: from 10.88.64.60

    by smtp.xc88.engineyard.com with esmtp (Exim 4.69)
    (envelope-from <[email blocked]>)
    id 1LhKiJ-00042u-4V
    for [email blocked]; Wed, 11 Mar 2009 02:26:59 -0700
    

    Date: Wed, 11 Mar 2009 02:26:59 -0700 From: My Company Support [email blocked] Reply-To: [email blocked] To: [email blocked] Message-Id: [email blocked] Subject: This is a test [Questions] Mime-Version: 1.0 Content-Type: text/plain; charset=utf-8

    // Add your reply above here

    From: Anonymous Customer [email blocked] Subject: This is a test

    testing 123

    View this Discussion online: http://support.mycompany.co.uk/discussions/questions/12-this-is-a-test

  3. 3 Posted by Simon King on 11 Mar, 2009 01:03 PM

    Simon King's Avatar

    Did my response come through? I got the moderation flash message but I was expecting to have to edit the ticket to correct the formatting. Hope it's not lost it took me ages to write :o)

  4. Support Staff 4 Posted by Courtenay on 11 Mar, 2009 08:49 PM

    Courtenay's Avatar

    Yes it got flagged but I fixed it

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