Cerberus Helpdesk Delays

M

manopb

Perch
I sent a reply to a ticket on 8 Nov using the web based GUI, it did not arrive until 11 Nov.?(

I must note that resent the reply on the 10th using email and it arrived right away.

Is this same problem being experienced with anonymous support for resellers?

Reference ticket QWY-21657-240
 
This is not a helpdesk issue, but our agressive antispam filters used only for jodohost.com. The messages get blocked and wont appear until manually released, something we will try to do more frequently. No anonymous helpdesk will be affected due to this.
 
Yesterday when I was releasing such tickets from the spam filter there were over 3600 spam messages and about 5 tickets had also been captured and that was just for a 24 hour period for one domain(ours).
 
I am also facing problem.
I opened a ticket 5 hours ago but still it hasn't showed up in Open Tickets section neither I got any confirmation email.

Then I just opened the same ticket again but still not showing up and no email either.
 
It means it is stuck in spam filter, we have about 8-10 tickets a day get stuck there.
I think at this point it should be in, because I just sent 6 tickets out of the filter.
 
I had 5 or 6 tickets filtered last night. They showed up this morning. Then I added a comment on one of them and I am still waiting for the comment to appear!

Very frustrating!

ID: BFO-83064-292
Status: new
Priority: unassigned
Opened: Tue Nov 14 2006 01:17PM Last Msg: Tue Nov 14 2006 02:48AM
Due: Tue Nov 14 2006 02:17PM
 
it seems to be catching a handfull(less than 10) clients emails continually as spam and tagging them as such.
I unblocked one(of yours) about an hour back it was a chat transcript.
 
I am still trying to figure it out, but I have seen a number of your tickets or replies blocked. It is near impossible to add you to a safe list becasue sometimes the sender shows to be us when it is you replying in Cerberus, and sometimes it is your address (email)
 
Stephen said:
it seems to be catching a handfull(less than 10) clients emails continually as spam and tagging them as such.
I unblocked one(of yours) about an hour back it was a chat transcript.
Click to expand...

I am having this problem too, the guy in the chat (Manish) told me to resend the ticket since the original does not show up after 1 hour approx.

Why don't you switch to a different support platform? I have been seen that a lot of providers are using Kayako which not only has the ticket system but also chat services

Of course that is only a suggestion, please do not answer something like: kayako is bad for this and this and this. Instead try to locate a different support system yourself, one that works since Cerberus is failing too ofter

Thanks
 
This is not a cerberus issue, it is spam filtering issue. And we are looking at other options here as well.

Part of it IS a stupid design issue with even GUI submitted tickets going to email before parsing to tickets, but the fault is ultimately at the feet of the spam filtering.
 
I submitted a ticket, but the confirmation email took minutes to arrive ...
however ... I still can't see the ticket on cerberus :(

please help ... URGENT ... RS #EHY-51969-395
 
I tried to submit a ticket and I get this:

Hi. This is the qmail-send program at srv.hspherehelp.info.
I'm afraid I wasn't able to deliver your message to the following addresses.
This is a permanent error; I've given up. Sorry it didn't work out.

<[email protected]>:
XSP-XML:
<?xml version="1.0" encoding="UTF-8"?>
<email>
<cerbmail>
/tmp/cerbmail_sUPj4L
</cerbmail>
<headers>
<content-type case="a">
<boundary>
=_6fc8f530872b30ca937b12c92fb11473
</boundary>
<![CDATA[
multipart/mixed; boundary="=_6fc8f530872b30ca937b12c92fb11473"
]]>
</content-type>
<date>
<![CDATA[
Tue, 21 Nov 2006 10:46:34 -0500
]]>
</date>
<delivered-to>
[email protected]
</delivered-to>
<from>
MyEmail
</from>
<message-id>
<![CDATA[
<[email protected]>
]]>
</message-id>
<mime-version>
1.0
</mime-version>
<received>
<![CDATA[
(qmail 16949 invoked by uid 399); 21 Nov 2006 14:50:53 -0000
]]>
</received>
<received>
<![CDATA[
from unknown (HELO mail5.m****here.biz) (64.187.103.252) by srv.hspherehelp.info with SMTP; 21 Nov 2006 14:50:53 -0000
]]>
</received>
<received>
<![CDATA[
(qmail 15264 invoked by uid 399); 21 Nov 2006 14:46:48 -0000
]]>
</received>
<received>
<![CDATA[
(qmail 14781 invoked by uid 399); 21 Nov 2006 14:46:33 -0000
]]>
</received>
<received>
<![CDATA[
from tx05.mailwise.com (216.75.199.108) by mail5.m****here.biz with SMTP; 21 Nov 2006 14:46:33 -0000
]]>
</received>
<received>
<![CDATA[
from v3e05.mailwise.com (unknown [216.75.199.112]) by tx05.mailwise.com (Postfix) with ESMTP id 0951564E3A for <[email protected]>; Tue, 21 Nov 2006 09:50:11 -0500 (EST)
]]>
</received>
<received>
<![CDATA[
by v3e05.mailwise.com (Postfix, from userid 1003) id 6C8797BC11E; Tue, 21 Nov 2006 09:50:09 -0500 (EST)
]]>
</received>
<received>
<![CDATA[
from ib04.mailwise.com (unknown [216.75.199.33]) by v3e05.mailwise.com (Postfix) with ESMTP id 8D7447BC14D for <[email protected]>; Tue, 21 Nov 2006 09:50:05 -0500 (EST)
]]>
</received>
<received>
<![CDATA[
from cp.m****here.biz (ns.m****here.biz [204.14.104.16]) by ib04.mailwise.com (MailWise LLC - Intelligent Email Protection) with SMTP id 96E1E63588F7 for <[email protected]>; Tue, 21 Nov 2006 09:50:04 -0500 (EST)
]]>
</received>
<received>
<![CDATA[
(qmail 20441 invoked by uid 399); 21 Nov 2006 14:50:03 -0000
]]>
</received>
<received>
<![CDATA[
from unknown (HELO jodoreseller.hspherehelp.info) (204.10.106.49) by 204.10.106.22 with SMTP; 21 Nov 2006 14:50:03 -0000
]]>
</received>
<received-spf>
<![CDATA[
none (srv.hspherehelp.info: domain at classactweb.com does not designate permitted sender hosts) identity=mailfrom; client-ip=64.187.103.252; envelope-from=<MyEmail>;
]]>
</received
Error report too long, sorry.

--- Enclosed are the original headers of the message.



Subject:
Email Issues
From:
MyEmail
Date:
Tue, 21 Nov 2006 10:46:34 -0500
To:
[email protected]
 
it seems mailwise is making some changes in their spam detection routine or something, we are getting messages flagged as forged headers that are not so. Tanmaya is already working on this now, I will note this to him as well.
 
Sean, Please let me know your sender email. CC9, as per the ticket, Deepak has taken care of your issue.
 
Can someone take a look at this ticket: BFO-83064-292
It's not that urgent but I am getting annoyed to send replies which never show up.

Also is there anything not clear in this ticket because support seem to have hard time fixing this?!

:rolleyes:
 
I'll get it checked and also look for your response in our anti spam system. Forums are not meant for ticket issue escalation, kindly use helpline @ jodohost.com
 
There is no need for escalation but thank you for giving this email. I'll use it if necessary.

BTW, my problem has been solved. :)
 
You must log in or register to reply here.
Back
Top