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    Unable to send replies to "Reply-to" Email when using Verified Email Address as the Sender Email

    Asked by ipbr21054 on September 18, 2013 at 09:27 AM

    The form in question is here.

    http://www.ianparsons.info/contactmepage.htm

    I am not sure the customer is receiving my replies ?

    The customer completes the form & i receive the form ok.

    When i click on reply in my email programme i see the following

    The customers name followed by (noreply@jotform.com) is this correct ?

    I ask because the last 7 emails that i have replied to i do not receive a follow up email from the customers ?

     

    Please can you check & advise thanks.

    contact form check Emails JotForm email name
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    JotForm Support

    Answered by guilledutra on September 18, 2013 at 10:55 AM

    Hi,

    could you please trying by adding a sender address to your form email notifications:

    http://www.jotform.com/help/238-How-to-Add-a-Sender-Address

    Also could be helpful if you provide the name of the email program you are using.

    please let us know if you need further assistance

    thanks

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    Answered by ipbr21054 on September 18, 2013 at 11:18 AM

    I am using firefox.

    Before i make any changes can you advise if my form is set up correct or not ?

    You have advised me the above BUT have not advised if what you see in my form is correct or not ?

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    Answered by ipbr21054 on September 18, 2013 at 11:40 AM

    I have added the email address as mentioned above.

     

    Please can you complete the form on the page and advise me if you receive my reply.

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    JotForm Support

    Answered by guilledutra on September 18, 2013 at 11:45 AM

    Please change your "Reply-to" option to the E-Mail form field, currently you have "None" selected. 

    This change will make it work.

    Hope it helps

    Thanks

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    Answered by ipbr21054 on September 18, 2013 at 11:53 AM

    I have now done that.

    Are the 2 fields above correct,sender name & sender email  ?

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    JotForm Support

    Answered by guilledutra on September 18, 2013 at 12:06 PM

    yes they are, you can try by making a test submission to your form  using  a fake email address like "test@test.com" once you get the notification to your email, hit "Replay" and check if the destination address is "test@test.com"

    Thanks

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    Answered by ipbr21054 on September 18, 2013 at 12:09 PM

    I have done that but when i hit reply my email is shown not test@test.com

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    Answered by pinoytech on September 18, 2013 at 01:09 PM

    Hi,

    I've clone your form to investigate the issue and I wasn't able to replicate the issue. I am using "form@test.com" as email address on my test entry. For more information, please take a look at this video: http://www.screencast.com/t/6pyY2poPt2

    Would you mind if I add my email address as form's recipient for further investigation?

    Thank you!

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    Answered by ipbr21054 on September 18, 2013 at 01:26 PM

    No problem please continue to find the fault.

    Since my previous post i have noticed that if the field Sender Email is changed to noreply@jotform then when i click on reply i then see the test@test.com

    When Sender Email is my email address i then click on reply & it sends a reply to myself.

    I have left it with noreply@jotform at the moment.

    I await your reply,cheers.

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    Answered by pinoytech on September 18, 2013 at 01:52 PM

    I've investigate your form and it seems to be working fine. Please take a look at the image bellow:

    If the said issue persists, please don't hesitate to contact us at anytime.

    Have a nice day!

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    Answered by ipbr21054 on September 18, 2013 at 01:57 PM

    Hi

    You have FROM test (noreply@jotform.com)

    Change this to my email theremotedr@gmail.com and then see what happens.

    I ask because this is what i was told to put in the field.

    In my previous post i mentioned that i got it to work by using (noreply@jotform.com)

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    Answered by ipbr21054 on September 18, 2013 at 02:14 PM

    You have just completed the form and the message is TEST.

    I have clicked on reply and my email address is shown.

    This is my problem.

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    Answered by pinoytech on September 18, 2013 at 03:51 PM

    Hi,

    Can you please provide us screenshot with regards on the issue that you are referring for further assistance?

    With regards on my TEST entry, this is what I see after clicking REPLYhttp://www.screencast.com/t/RqManpnbT

    Thank you!

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    Answered by ipbr21054 on September 18, 2013 at 04:06 PM

    Below is a screen shot of what i see when i click on reply.

    The Remote Dr "which when i send i just receive the email "

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    Answered by Cesar on September 18, 2013 at 06:00 PM

    Hello,

    I have cloned your form and have been able to replicate the issue. It happens when the email is sent to gmail. As a test I sent it to Yahoo email and Outlook email, both of these worked properly.

    I then created a new blank form and retried to have the notification to gmail, and worked. Which leads me to believe your form must be causing this somehow. 

    I would suggest to recreate the form as cloning replicated the problem for me. In any case I will raise a ticket so that higher level support can take a look at what caused this bug on your form.

    Below I'm appending the results of your form and my blank form:

     

    Gmail - Failed

    1

     

    Hotmail - worked

    2

    Yahoo - worked

    13

     

     

    My Test blank Form sent to Gmail - Passed

     http://jotform.co/form/32606925487867 (you can clone it and test if you wish)
    4

     

    Kindly let us know if you need further assistance. Thank you

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    Answered by ipbr21054 on September 19, 2013 at 07:27 AM

    Hi

    Thanks for taking a look.

    At the moment when i enter NOREPLY@JOTFORM.COM in the SENDER EMAIL field it shows the customers return email address when i click on reply.

    I then assume as it does this the customer will receive the reply i sent them.

    I would rather have your higher support investigate my form to see why its not working as it should without me having to create a new form.

    Will your support reply to this post when they look at the form with the reason why ?

    If the form is working when NOREPLY@JOTFORM.COM is used is there any reason why i cant continue to use it this way at  the moment ?

     

    Please advise.

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    JotForm Support

    Answered by Welvin on September 19, 2013 at 11:05 AM

    I can assure you that your users would receive your replies when using noreply@jotform.com as the Sender Email. Just please make sure to select the Email Field from your form as the "Reply-to Email".

    Yes, our developers will surely notify you through this thread for any progress. No definite timeframe but I am sure that they'll look at this.

    I would recommend using noreply@jotform.com while waiting for an updates from our developers. This should ensure that you are sending email replies to your users/customers. 

    Thanks

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    Answered by ipbr21054 on September 19, 2013 at 11:09 AM

    Ok

    I await the reply.

     

    Thanks.

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    Answered by ipbr21054 on September 29, 2013 at 06:08 AM

    Hello 10 days have now elapsed and wondering if there is an update for this topic.

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    JotForm Support

    Answered by Tasha on September 29, 2013 at 08:35 AM

    I am seeing where this issue is currently with one of our developers. As soon as there is an update you will be notified here.

    Thanks!

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    Answered by ipbr21054 on September 29, 2013 at 08:41 AM

    ok

    I will continue to read this post

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    Answered by ipbr21054 on October 19, 2013 at 10:05 AM

    One month ago yesterday i asked about this problem.

    I was told 21 days ago it was with your developer and a reply would be posted.

     

    Please advise why it is taking so looooooooooong to sort this problem ?

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    JotForm Support

    Answered by KadeJM on October 19, 2013 at 11:14 AM

    When we escalate an issue to be looked into by our Development Team it then is out of our hands other then for us to check up on the problem for you since it is then up to our Development Team Members to prioritize these Issues they have recieved. It appears currently that yours has still not yet been looked into as these problems can often take some time depending on how busy our Dev Team is. We do apologize about the wait on this so I will check in with them on your behalf to see what is going on and we'll update you about it as soon as we can. 

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    JotForm Support

    Answered by KadeJM on October 19, 2013 at 12:14 PM

    I checked this some more to try to figure this out more and I don't really think this is a problem at all. I believe that Gmail is actually detecting the differences especially when you use your own email which automatically fills in your name for you similar to " Kade " as programmed by Google. Now if there is no email found then at that point it generates a reply with only the physical email and emails domain such as " Test@test.com ".

     

    I've noticed that when the email is used it creates two separate reply scenarios when responding to an email address of the sender email whom submitted data via the form.

    Scenario A:   In Scenario A the reply-to address " test@test.com " displays the physical email address with its domain shown as attached. See Screenshot A below and it is the same as I've depicted in your response above as well.


    Scenario B:   Whereas in Scenario B I used my own email aka gmail address but when replied to instead of the full gmail address with the domain shown it only populated my name instead because Gmail is smart and recognizes this. In my example below you can see it puts my name " Kade " instead of the email and it's domain. See Screenshot B below for comparison and the same is seen in yours again above as well too.

     

    Now if you look at the NAME which google autopopulates when recognized you will then see that Google's Gmail lets you see it broken down further of where it is actually going to. I also happen to think that your Gmail Contacts List works in the same manner from what I know with this so it would happen the same way and be seen the same way for any emails that you might have added to your Contacts List thus populating those with the name too. I don't think any of this is an issue and seems to be working by Google as expected.

    Example:

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    Answered by ipbr21054 on October 20, 2013 at 06:21 AM

    So the outcome of this is ?

    what do i need to do ?

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    JotForm Support

    Answered by jonathan on October 20, 2013 at 09:18 AM

    @  ipbr21054

    Hi, 

    I would like to inform you that the issue mentioned already have a bug ticket assigned to our dev team. Unfortunatelly, we do not have news yet for updates and resolution.

    Please understand that bug tickets take priority assignment depending on its impact or importance.

    Currenty the priority for this is set to "Nice to do" , since it actually works when using "noreply@jotform.com" as the Sender.

    If I may suggest, you can continue using the currently working option -- that is using noreply@jotform.com until such time the fix is available.

    Please inform us if you need further assistance.

    Thanks.

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    Answered by ipbr21054 on October 21, 2013 at 06:16 AM

    I will await an update then.

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    Answered by ipbr21054 on December 05, 2013 at 06:12 AM

    Please advise me of an update for this ticket.

    I started this post in septmeber.

    The last reply to this post was october.

    Surely there is an update / fix by now ?

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    JotForm Founder

    Answered by aytekin on December 05, 2013 at 07:59 AM

    We still have this ticket open as a low priority ticket. If we be able do something about the google behaviour we will update this thread. Thanks. 

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    Answered by ipbr21054 on December 05, 2013 at 08:19 AM

    This is taking way to long