Home > Success Center > Web Help Desk (WHD) > Delay in saving and transmitting a client ticket

Delay in saving and transmitting a client ticket

Overview

Web Help Desk takes an extended amount of time to process a ticket and to transmit emails after clicking Save and Email when creating a new client ticket.

Environment

All WHD versions

Cause

A delayed SMTP server response delays client ticket processing.

Resolution

Perform any of the following options to resolve this issue:

Adjust threshold settings

Adjust the Scheduled E-mail Delivery Threshold setting to zero to force Web Help Desk to confirm email processing and ticket page rendering in separate threads, improving client ticket processing:

  1. Open Web Help Desk.
  2. Click Setup.
  3. In the left column menu, click E-Mail > Options.
  4. The E-mail Options screen appears.
  5. Scroll down and locate the Scheduled E-mail Delivery Threshold setting.
  6. Adjust this setting to 0.
  7. Click Save.

Adjust SMTP settings

Check and change the SMTP Settings to what is appropriate to their SMTP server:

  1. Open Web Help Desk
  2. Click Setup.
  3. In the left column menu, click E-Mail > Incoming Mail Accounts > [Select E-Mail Account].
  4. Set the Port, SSL and Account used appropriate to their mail server account.
  5. Click Save.
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Interspire author is Steve Hawkins
Posted 18:59, 26 Jun 2015
Interspire author is Steve Hawkins
Posted 19:35, 14 Aug 2015
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Last modified
10:38, 23 Jun 2016

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