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    Sender Email Address and Reply Address Issue

    Asked by robertclark1 on July 14, 2012 at 04:02 AM

    Hi Guys

    I have a problem with what email address to use when sending form submissions

    For over 1 year now I had the sender email address set on my forms to be customers email address - with no problems

    Last week I suddenly stopped recieving form submissions as our email address was on your bounce list

    When we change the sender email address to noreply@jotform as yoiu suggest and the reply address to customers email address, this does solve the problem.

    HOWEVER when we try and reply to the form submission email, they are sent to noreply@jotform rather than the customers email address - this is a problem!

    I have now had to reset the sender email to be customers email address, otherwise I can not reply to the email, so I guess its only a matter of time until our email address ends up on your bounce list again

    Also our email provider has asked for detailed server logs showing our emails being bounced so that they can see what exactly cuased the bounce - can you please provide this ASAP?

    I have been a delighted Jotform Customer for years now and hope you can help me to solve these issues

    Thanks

    Robert

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    JotForm Support

    Answered by abajan on July 14, 2012 at 07:46 AM

    Hi Robert

    It's quite disconcerting to learn of your forms' issues of late, in relation to bounced notifications, especially in light of the fact that you are a Professional user and have been with us since 2010, according to my records.

    There's not much I can add to the recommendations my colleagues gave. However, until our developers furnish you with more detailed logs to forward to your email provider, perhaps it would be best to set the Sender E-mail back to noreply@jotform.com and the Reply-to Email to None. Then, go into the table on the Compose Email section of the notification and make the {tag} for the user's email address a clickable link as follows:

    1. Drag your mouse over the tag to select it and then copy it [Ctrl+C]

    2. Click the Insert/edit link button

    3. When the window pops up, enter mailto: and then hit [Ctrl+V] to paste the tag:


    4. Immediately after the {email} tag, enter ?Re:{form_title} so that the entire line reads as follows:

    mailto:{email3}?subject=Re:{form_title}

    (Your form's email tag may just be {email} or it may be {email4} for that matter.)

    5. Click Insert > Finish  and save the form

    Now, whenever a notification from that form is received and you click the user's email address, a window will pop up with the To and Subject fields prepopulated with the email address and subject of your response respectively.

    Until we can get the email bouncing issue resolved, I'm afraid that this is the best I can currently come up with. Do let us know if you need clarification on anything.


    Wayne

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    JotForm Support

    Answered by abajan on July 14, 2012 at 08:15 AM

    Incidentally, if you run into any issues with the subject line, replace the {form_title} tag with the actual title of the form (or whatever you wish the subject to state) and encode it as recommended by Rockinbil in this thread. (Please refer to this list.)

  • Profile Image

    Answered by robertclark1 on July 14, 2012 at 08:59 AM

    Hi Abajan - I've made the change you suggest and that seems to work

    Hopefully when we get the server email logs we will be able to find the real cause of the problem and fix it

     

    Regards

    Robert