I have installed hostbill to manage client helpdesk. When a client opens a ticket using his email address and sub-contact updates that ticket from their mailbox(without logins to clientarea), tickets are not getting piped.
Eg : [email protected] opens a ticket and an alert is send to sub-contact [email protected]. This sub-contact [email protected] updates that email, it is not getting updated in hostbill helpdesk
I am using remote mailbox login method to import emails to hostbill.
Check the server logs and see if the email from [email protected] is actually reaching the mailbox
If yes, manually run command "php admin/pipe.php" and see if some errors are reported.