We're evaluating Spiceworks as a ticketing system, but customers aren't receiving confirmation emails when they submit tickets or notifications when technicians reply. Is there a setting to enable these messages? If the notifications are already enabled, how can we test or troubleshoot the outgoing SMTP connection? If Spiceworks can't meet this need, what other good free ticketing systems should we consider?
3 Answers
ServiceDesk Plus has a free edition for up to five technicians, so it could be a reasonable alternative if you want something simpler to trial.
Spiceworks supports automatic customer emails. In Settings > Email Settings, enable User Notifications for new tickets and ticket replies. Also make sure technicians are replying publicly rather than adding an Internal Note, since internal notes aren’t sent to customers. If that’s configured correctly, check the outgoing SMTP settings and whether the messages are being caught by spam filtering.
If you need another free option, GLPI is worth looking at. It’s capable and flexible, although it may be more extensive than necessary for a small or straightforward help desk.
Those notification options are already enabled. Is there a built-in way to test or verify the SMTP connection? The test email still doesn’t arrive, and it doesn’t appear to be blocked by our firewall.