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.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:

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.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.

This fix is now part of the latest package release.

@imc67 We use apache, so the next update will fix it.

@humptydumpty It's a taste of the future. Get ready to have some CBDC linked to some DNA ID all justified as an upgraded "I am not a robot" captchya. The internet is not reality. 🫥

Ah ok, thanks a lot. I have overlooked this.

@ccfu I think LAMP would be the best first step. Afterwards, you can move it to FreeScout app proper.

@girish Thank you 🙏, this solved the issue.

Finally got a response upstream but it’s a dead end.

Unfortunately there is no such possibility and no plans to implement it.

Thank you, I found it (at another place, not where I thought it is)! 🙂