Can't find anything obvious in https://api-docs.freescout.net atleast https://github.com/freescout-help-desk/freescout/issues is where you ask upstream questions

@rnphil I think the issue is that you have installed Freescout with Cloudron user management. Because of this, it takes ownership of the OIDC provider settings and reconfigures the OIDC provider . If you go to Location section of FreeScout, I guess it says "Cloudron User management" (instead of "Dashboard visibility".) You can try this: take a backup of your current freescout and download the backup configuration file (it's a button to the right of the backup). make a new installation of freescout alongside the existing one. when you install , make sure to select "Let the app manage it's own users" Then, app -> backup -> import . put the backup configuration file from step 1 I think that should sort it out. If everything works, just move your existing install to some other domain and move the new one to the correct location .

@neoplex unfortunately, cannot reproduce. If it's easy to see this, can you please send a mail to support@cloudron.io and we can take a look to debug this further.

@uwcrbc see https://forum.cloudron.io/topic/13260/freescout-oidc-support . Just purchase the OIDC module, activate it in freescout and restart freescout. That's it.

The queue is working, but the fetching is not working now. After a minute of restarting the server, the fetching stopped. 480 479 [2025-01-29 16:31:26] Fetching finished 478 [2025-01-29 16:31:25] Fetched: 0 477 [2025-01-29 16:31:25] Folder: Archive 476 [2025-01-29 16:31:25] Fetched: 0 475 [2025-01-29 16:31:25] Folder: Trash 474 [2025-01-29 16:31:25] Fetched: 0 473 [2025-01-29 16:31:25] Folder: Sent 472 [2025-01-29 16:31:25] Fetched: 0 471 [2025-01-29 16:31:25] Folder: Spam [image: 1738165616523-959c9c52-cd92-4f2a-811c-2c453343c522-image.png] EDIT: After 20 minutes it's now fetching again. Let's see if it keeps working now.

@humptydumpty I think FS stores thing in it's own database but I haven't found any clean up function

@girish Great. Thanks for the clarification!

Just to double check, are you using Cloudron ? (What is xen orchestra?)

Hahahaha....oh boy. It took installing OSTicket to find out FreeScout was causing the issues. Emails send and receive perfectly now. 🫠

Many thanks to everyone for the help and information; everything is fine now. I ended up purchasing a few additional modules. It was the classic case of an error between the chair and the keyboard.

@vadim OK, so, the root cause is the DNS resolution issue . Looks like it starts to fail at some point. Is there something in the network that blocks DNS requests? Looks like this is some internal network? Maybe try to set up a forward zone to the internal DNS (https://docs.cloudron.io/networking/#internal-dns-server) ? In the next release, we are moving away from unbound since it's causing not-so-easily debuggable situations (like this one).

Thank you, good idea! But I have decided against using Freescout for now, as it didn't seem to fit my needs.

I would suggest this workflow: have the volunteer form app sent to the freescout email address use this setting: manage > settings > general > emails to customers > conversation history > do not include previous messages use this setting: mailbox settings > edit mailbox > aliases > allow to reply from aliases (also, add all staff emails separated by a comma ex: user1@email.com,user2@email.com, etc.) in your user profile settings > see screenshot below for settings that I use. I get a copy of the emails on my phone so I can reply when I'm on the go. [image: 1712277008894-4536d4e5-6b46-456a-95cd-26887c6af485-image-resized.png] my customer don't see any ticket numbers and I can reply from my phone without having previous convos show up in the replies. I would recommend setting up an auto-reply in the mailbox settings, so customers know their message was received and when to expect a reply back.

@xboxhaxorz Does Chatwoot have a setting to not mark fetched emails as read? If not, the only other solution I can think of is forwarding incoming emails in Gmail to another mailbox and having Chatwoot and Freescout fetch from separate mailboxes.

@xboxhaxorz The default is Username: admin@cloudron.local Password: changeme123 You will find these instructions at: [image: 1711877266101-65d87fae-de5b-438f-9a56-1f2d60879b9a-image.png]

Sorry for the noise. I am not quite sure what I made differently before, but while I am 100% I got the sendmail error with the smtp option selected, after redoing it is working now for me as well. Case closed.

Ah ok. @vadim we use freescout as our primary support tool , can say it is very good and stable (been using it over 6 years now).

haha. Shame on me. I never saw that there was a checkbox [image: 1705069835154-cd38131b-145a-42b8-9144-a21b58856aea-image.png]

@im-fabian I think that behavior is fairly common in all apps. When users get removed from a directory, they don't get removed in the app itself on a sync. This is because there may be data specific to the user and (for the app) it's not clear what needs to be done . For example, maybe freescout has some tickets assigned to a delete user. What should it do? Assign to someone else/orphan them etc.