- atmosfxAsked on September 15, 2015 at 06:59 PM
We're using Jotform to handle our customer support forms, which allows a user to submit a question from our site and have their issue sent to both our support email and our HelpScout account. Unfortunately, the team just noticed that there's an issue with the reply-to function on the email that's being sent to us from the form.
While a user's email address IS being properly captured and passed in the email's subject and body, when they reply to the mail directly, their replies are being sent to email@example.com instead of the user's email address.
I checked the form settings and everything seems to be set up properly. We have the sender name as Name (which is working properly) and the sender email to firstname.lastname@example.org. The reply-to address is set as Email, but that doesn't seem to be passing into the mail that support is getting.
As an experiment, I changed the sender email to another address and ran a test. When support replies, it goes to that new address, so for some reason it looks like our form is always defaulting to the sender email for the reply-to address.
Is there any workaround for this or something I'm missing? This is a huge problem for the team and has actually caused them to miss a ton of questions that have been coming in.
- atmosfxAnswered on September 15, 2015 at 08:17 PM
As a follow-up to this, our support manager noticed that (fortunately) the reply-tos ARE working properly when a message is responded to directly from HelpScout. The issue pops up in her Mac mail, so any replies made directly through that client are picking up the wrong address.
To see if this may be a weird Mac-specific problem (or maybe a setting on her machine), we're going to run a test tonight to see if this issue also occurs in Outlook.
- JotForm Supportashwin_dAnswered on September 16, 2015 at 12:24 AM
I am glad to know that "Reply-to Email" setting is working as expected in your form. Do test in outlook email client as well and get back to us if the issue persists.
In Mac, which email client are you using to access emails?
Do let us know and we will take a look.
- atmosfxAnswered on September 16, 2015 at 06:41 PM
We've confirmed that the reply-to does work as intended in both Outlook and from our online webmail client, so it seems like the issue might be specific to Mac Mail.
The client version our support manager is using is 7.3 (1878.6) on a machine that's running OS X 10.9.5.
Thanks again for the help!
- JotForm Supportashwin_dAnswered on September 17, 2015 at 12:16 AM
I am glad to know that reply-to setting of email alerts works as expected.
I wanted to find out which email client your support manager is using in Mac. Is it outlook for mac or any other email client?
- atmosfxAnswered on September 17, 2015 at 09:24 PM
She's using the standard default Mac Mail app -- no special client.
- JotForm SupportBDAVIDAnswered on September 18, 2015 at 08:25 AM
Thanks for sharing, I will forward this to our second level, so they can run a test in a Mac, and see if there is an specific issue with it. You will be notified via this thread about any updates.
- atmosfxAnswered on September 23, 2015 at 09:05 PM
We ran a few additional tests today and it appears that the issue may now be resolved! I have no idea what the actual fix was, but I suspect that it might have something to do with the way our form was initially set up. When our form was first built, the field for email was actually added as a text field with content validation set to email. However, the team recently requested that a "confirm email" field be added to help with folks typoing their addresses. When I went in to set this up, I changed the field from the original text option to your actual "email" option, since that provides that feature. Once flipped, the emails started going through properly, so it seems that that might have taken care of the issue?
I'm posting this in case this was the cause, because it's possible that others may make the same mistake somewhere along the way.
- JotForm Supportashwin_dAnswered on September 24, 2015 at 12:52 AM
I am glad to know that this issue is resolved.
Thank you for explaining the steps taken to resolve this issue. I am updating the ticket so that our backend team can check if there is any issue.