Does the support system send emails

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Closed27772MinorQuestion
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Wullumpie Client

Hello GalaktikaSoft,

Do i have to check the status of my tickets by logging in, or do you send emails? In the latter case, i didn't receive an email with the question from sasha on my 22767 ticket. I did receive an email confirming the reception of my request though.

Willem

Replies

User Description Posted On
Sasha (Xafari Support) Agent

Hello Willem,

Each of our response to your ticket should be accompanied by a message on your email.
Please check the messages in the spam and inform us of your results.

Thanks, Sasha.

Wullumpie Client

Hello Sasha,

No messages in the spam. I do receive the mail that confirms that the ticket has been created. It's from noreply@galaktika-soft.com:

Hi Wullumpie,
Your request (#27767) has been received, and is being reviewed by our support staff.
To add additional comments, follow the link below:
View Ticket
or follow this link: https://galaktika-soft.com/?p=27767

Regards,
Galaktikasoft

Sasha (Xafari Support) Agent

Hi Willem,

Please inform us do you get email about our response to any your tickets?

Thanks for your patience.
Best regards,
Sasha.

Wullumpie Client

No, i do not.

Sasha (Xafari Support) Agent

Hello,

Thanks for the information.

We get the next info from your server for each our message:

This message was created automatically by mail delivery software.
A message that you sent could not be delivered to one or more of its recipients. This is a permanent error. The following address(es) failed:
w.devries@hobeon.nl
SMTP error from remote mail server after end of data:
host primary.mail.registrar.eu [79.99.129.91]:
550 High probability of spam

Your server takes our emails as spam. Please, contact the server administrator about it issue.
Please inform us of your results.

Thanks, Sasha.

Wullumpie Client

As we have a managed system hosted by a third party , i think it will take some time to get answers from them (and most of the time they come back with more questions than answers).

So i tried to do some research myself.

I used http://mxtoolbox.com/SuperTool.aspx?action=mx%3agalaktika-soft.com&run=toolpage to do an mx lookup. Then proceeded to do the blacklist check. Everything seems to be all right.
Except the unchecked fact that you send your emails from the support system through this mail-server that is listed in the mx-record. It is strange that i do receive regular emails from galaktikasoft (e.g. concerning 16.2) but nothing from your support system.

Can you confirm the ip address of the smtp server in your support system?

Wullumpie Client

As a further test, i will temporarily use my private mail address.

Wullumpie Client

I received a message from your company on my w.devries@hobeon.nl account with header [Galaktikasoft] Notice of Email Change.

Did i receive any information on my new email address? No.

Wullumpie Client

I created a new ticket, and things work fine with the new mail address. Now what's happening when you create a response in this ticket, Sasha?

Sasha (Xafari Support) Agent

Test message.

Wullumpie Client

Notification of test message received, Sasha.

My question regarding the smtp-server is not yet answered: Can you confirm the ip address of the smtp server in your support system?

The guys from the hosting firm are calling me back, and they will want to know more details, i'm sure.

Sasha (Xafari Support) Agent

I will try to clarify this information from your system administrator.
Thanks for your patience.

Sasha.

Wullumpie Client

Hello Sasha,

The hosting firm has confirmed that their system blocks (certain) emails from your domain. They have retrained the system and now it should be all right. So i will change the mail address back to my business address and then we'll check how things will work out.

Sasha (Xafari Support) Agent

Ok!
We will be happy to help you.

Best regards, Sasha.

Wullumpie Client

I think the mail system still does not allow your emails... Could you send another reply?

Sasha (Xafari Support) Agent

Hello,

>>I received a message from your company on my w.devries@hobeon.nl account with header [Galaktikasoft] Notice of Email Change.

Could you please resend us this message?

Thanks, Sasha.

Wullumpie Client

Today i received a message from Galaktikasoft regarding my ticket #28014. That's after i contacted my mailhoster earlier today. I hope it's solved now.

Sasha (Xafari Support) Agent

Hi,

Thanks for the information.
We are happy to hear this.

Let us know if you need further assistance.
Best regards,
Sasha.

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