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Check the options of the Fetch Email plugin. I believe that “Reply by email” is disabled.

Moreover, check its Access. It should be set to Public. If you have set it to anything else the plugin may not execute which would also explain why the reply line does not appear in the email text.

You highlighted the wrong item. I was not talking about whether the plugin itself is enabled  (that much you already told me), but whether its Reply by Email option is enabled. You have set it to Yes. Moreover, you have set Only for managers to No and Create ticket by email to No.

With that in mind, let's revisit the two questions you asked in your original post.

> Since I updated ATS there is no {REPLYAFTER_HTML} tag in emails even though I have it in email templates.

As I said, these tags are replaced with something. The something can either be an empty string OR the "reply above this line" text. Now, the way you have phrased things leaves me wondering which of many different possibilities you are describing.

When you say "Since I updated" do you mean:

1. update from a previous 5.x version?
2. update from an even older (e.g. 4.x) version?

When you say "there is no {REPLYAFTER_HTML} tag in emails" do you mean:

1. The mail template does not have the {REPLYAFTER_HTML} tag?
   • In this case, is it an HTML email or a plain text email template? You can't use the {REPLYAFTER_HTML} in a text-only email, it won't work.
2. The mail sent has the non-replaced string literal {REPLYAFTER_HTML}?
3. The main sent has neither the string literal {REPLYAFTER_HTML} nor is it replaced by the "reply above this line" text?

The six combinations of the above lead to six completely different troubleshooting paths. I want to make sure that we are on the same page before I start trying to reproduce an issue which might just be a settings issue.

> I have all configured in the templates, but the client does not receive any message when he writes directly to the email associated with the helpdesk.

Given you configuration, can the clients reply by sending emails?

Here's why I am asking. I see that you have set the Use SSL option to "SSL v1". I seriously doubt that your server supports it. SSLv1 was never publicly released. The first public version of the protocol was SSLv2 released in 1996. I honestly hope your mail server doesn't use an SSL protocol version which was made obsolete 28 years ago!

If the Fetch Email plugin can't connect to your mail server it can't read any mail which means it also can't reply to any mail (as it has received nothing). That would explain why there's no email sent out. So please do check that first before we start trying to figure out if there's something else we need to do.

> 1. You have my version in the ticket - 5.0.5 to this version I just updated

Ah, now we're getting somewhere. Version 5.0.5 actually had a bug where it would not add the "Reply above the line" text line in emails. Please note that the latest version is 5.2.4. Please update.

> 2. I have the {REPLYAFTER_HTML} tag in the template, but it doesn't work in the body of the email the customer receives 

It's because you have version 5.0.5 installed. Please upgrade to version 5.2.4.

If you have already done that, download version 5.2.4 and install it twice in a row, without uninstalling it before or in between. This addresses a rare issue in Joomla where it forgets to copy new files on update and may leave some extensions half-updated. If this happened to the Email Fetch plugin it would explain why you're still experiencing an issue which was fixed a year ago in 5.0.6. Please note that we have seen this bug since Joomla 1.5.5 introduced extension updates back in 2007. Other developers and, crucially, Joomla maintainers have also experienced the same issue which is to say that we are not imagining things, this thing does happen — but nobody has ever figured out when and why so we can fix the damn thing!

IMPORTANT: I am making the assumption that since you did not answer my question about whether clients can send replies by email, the answer to that question is either "No" or "We have not tried that because of the missing reply line". This provides context to my reply for the following question:

> So I'm asking, why do you have such a setting in the plugin? Be kind to tell me what setting you think is correct

Because you never know what kind of wacko configuration some moron of a host may have. I have seen horrible things in those two decades I have been writing mass distributed software and dealing with all sorts of weird hosting issues. I wouldn't put it past a cheapskate host to be using an antediluvian email server which requires SSLv1.

I have definitely seen a mail server which required SSLv3 as late as 2018, over a decade since SSLv3 was deprecated.

That's why I include options for all obsolete SSL versions (SSLv1, SSLv2, and SSLv3) even though reason and common sense says there should not be a cat's chance in Hell that these are ever used in production in 2023.

As for the correct settings, please click the Show / Hide Inline Help at the top right of the plugin configuration page and read the text which now appears below the Use SSL setting. It answers your question.

> So how should this be configured?

I am not saying it's a wrong configuration. I am repeating the information I read off your screenshot because this is a public ticket but other users cannot access the attachments. It provides context to my reply.

The way you have configured the plugin allows replies to tickets to be sent by email by either managers or clients. It does not allow either to create new tickets by sending emails. If you're happy with this configuration that's good, I replied on the assumption that this is what you intended on doing.

Now that we have the complete picture, your problems seem to have two simple to address root causes:

1. Your update from the very old 5.0.5 version is probably incomplete because of a Joomla bug. Download version 5.2.4 and install it twice in a row, without uninstalling it before or in between.
2. Your email configuration seems to be wrong, therefore the Fetch Email plugin can't retrieve any email and, as a result, does not send anything back to the user either.

Are you sure you are installing 5.2.4 and not 5.2.3? The problem did exist in 5.2.3 and was fixed in 5.2.4. We have other clients which have confirmed the fix. Since it's a very straightforward thing it can't work for everyone except one person.

Please tell me what you see in lines 314 to 318 of the file components/com_ats/src/Controller/TicketController.php.

Of course I re-read your private ticket #38511 before replying to your previous reply and I don't understand where these accusations come from.

You seemed to have the problem with version 5.2.3, even though you said 5.2.4. I told you to install 5.2.4 (which I accidentally typed as 5.2.5). My exact words were "I published version 5.2.5 (sic) yesterday evening to address this. Please install the new version."

To this you replied "Thank you. It helped. On the front, however, the ticket saves a very long time. The page is loading and at that time the ticket is already in the e-mail".

What I understand from this reply is that installing 5.2.4 solved your problem. Are you disputing your own words to me?

(Also, about the time it takes I explained that emails are sent in a blocking manner by Joomla, therefore the more parties are being emailed the longer it takes. You seemed to accept my reasoning since you closed the ticket without further comment.)

At this point I don't know what to make of your two tickets. You are an extensions developer. You understand how your tickets and your accusations read to me.

If you want me to help you open a new private ticket and give me Super User access to your site. I will make sure that regular clients who have ats.create permissions can create tickets. I will also turn on logging in your Global Configuration so we can see what happens when ATS is trying to fetch email. I can't tell you the correct settings to your mailserver; I am not your host. It's unlikely that I will have time to do that tomorrow due to some other engagements, but I'm blocking time on Friday to do that.

5.0.5 is from May 2022. There are six versions between it and 5.2.2 — so you don't get to use 5.2.3 or 5.2.4 — with 39 bug fixes and improvements. It also predates Joomla 4.2 and does not have the full set of PHP 8.1 compatibility improvements. I don't understand why you are going back to such an old version.

The only problem I can reproduce out of your ticket is that sending a new ticket email when you are not allowed to do so does not result in receiving an email back. I fixed that.

I cannot set up a private ticket for you; you have to submit a new ticket and select it to be private. You certainly understand this, we are both using the same helpdesk component.