Support form improvement

[MadalinaBuzea]

Version information

N/A

Steps to replicate

When their clients try to submit a request to our support, they see the following notification: Professional Spam filter Information: Your message has been queued for delivery. Customer assumes this happens because they have port 25 blocked by Cloud provider or ISP.

Actual result

Nothing happens and our support mail / ticketing system does not receive the message. There is also no auto-reply to the email specified in "Reply-To" with the ticket ID

Expected result

Create a support request in our support mail / ticketing system which should land in the proper queue

Other notes

Additional information from customer side:

1. Implement a mechanism for ticket submitting, which would avoid issues with port 25.

2. Improve the output, so that from our side it shows that a request has been sent only if it was sent indeed. And shows errors if it wasn’t.

[dbistriceanu]

The plesk extension simply uses PHP mail to send that email to our support and as it can be seen in the documentation it returns TRUE if the mail was successfully accepted for delivery, FALSE otherwise.

All we can and do actually check here is if the message has been successfully accepted for delivery, and if that's the case we register a corresponding success message on our end: Your message has been queued for delivery, as it can be seen here.

So the client needs to have their SMTP server (sendmail by default) properly configured and obviously not blocked in order for it to be able to send emails.

If having a local SMTP server is not an option for the client, then they can configure PHP mail to use a remote SMTP server. There are plenty of tutorials online on how to do that. For example DigitalOcean has one here.