Customer Service module doesnt receive message from email

andi_prestashop · November 11, 2013

Hi,

Im running prestashop 1.5.6 and having problem with customer service module

I can send message out from prestashop to my email, but when i reply the mail it doesnt go into prestashop customer service module

Im not sure how to configure it but when i click sync, it show success (screenshot attached in this message)

Please help

Thanks

GrandNagus · December 1, 2013

Hi,

I have the same issue.

I have set up the imap seting correct, and the test sync say "sucess" but no emails load into my prestashop BO.

Is this brokern or have I missed something?

Thanks

gigvec · December 2, 2013

I am having a similar issue on version 1.5.6.1 I can receive and reply to messages when the messages are sent using the contact page. Messages from an email client or the mailto link on my page do not show up in the customer service module, even though my IMAP settings are correct and the sync button says success. Thanks in advance

_Zico_ · December 9, 2013

I have the same issue, sync says everything is ok, but no new emails are received when they are sent from their own email client. It only works from the contact form.

El Patron · December 9, 2013

there seems to be some cross talk on this thread...so this may help someone

The customer thread requires that the customer do initial contact and subsequent replies using the contact form.

This is my understanding of how the back office customer thread is maintained.

misthero · December 16, 2013

there seems to be some cross talk on this thread...so this may help someone

The customer thread requires that the customer do initial contact and subsequent replies using the contact form.

This is my understanding of how the back office customer thread is maintained.

Hi El Patron,

I'm sorry, but I think you are wrong on that, at least that's not how it was initially intented for my understanding, infact since long time an option exists in BO that say:

"Create new threads" (Create new threads for unrecognized emails )

that should do exactly what the op asks but it doesn't work, due to some errors in adminCustomersThreadsController.php

When you check that option the PS_SAV_IMAP_CREATE_THREADS variable is correctly set, and indeed messages are really scanned and imported and customer threads created in database for "unrecognized mails" but they never show on BO because the shop_id is 0 for those ct and some other bug inside the controller

to fix that create the folders: override/controllers/admin/

inside that folder create a file AdminCustomerThreadsController.php

open it and paste the following:

<?php

class AdminCustomerThreadsController extends AdminCustomerThreadsControllerCore {

	public function ajaxProcessSyncImap()
	{
		if ($this->tabAccess['edit'] != '1')
			throw new PrestaShopException(Tools::displayError('You do not have permission to edit this.'));

		if (Tools::isSubmit('syncImapMail'))
		{
			if (!($url = Configuration::get('PS_SAV_IMAP_URL'))
			|| !($port = Configuration::get('PS_SAV_IMAP_PORT'))
			|| !($user = Configuration::get('PS_SAV_IMAP_USER'))
			|| !($password = Configuration::get('PS_SAV_IMAP_PWD')))
			die('{"hasError" : true, "errors" : ["Configuration is not correct"]}');

			$conf = Configuration::getMultiple(array(
				'PS_SAV_IMAP_OPT_NORSH', 'PS_SAV_IMAP_OPT_SSL',
				'PS_SAV_IMAP_OPT_VALIDATE-CERT', 'PS_SAV_IMAP_OPT_NOVALIDATE-CERT',
				'PS_SAV_IMAP_OPT_TLS', 'PS_SAV_IMAP_OPT_NOTLS'));
	
			$conf_str = '';
			if ($conf['PS_SAV_IMAP_OPT_NORSH'])
				$conf_str .= '/norsh';
			if ($conf['PS_SAV_IMAP_OPT_SSL'])
				$conf_str .= '/ssl';
			if ($conf['PS_SAV_IMAP_OPT_VALIDATE-CERT'])
				$conf_str .= '/validate-cert';
			if ($conf['PS_SAV_IMAP_OPT_NOVALIDATE-CERT'])
				$conf_str .= '/novalidate-cert';
			if ($conf['PS_SAV_IMAP_OPT_TLS'])
				$conf_str .= '/tls';
			if ($conf['PS_SAV_IMAP_OPT_NOTLS'])
				$conf_str .= '/notls';

			if (!function_exists('imap_open'))
				die('{"hasError" : true, "errors" : ["imap is not installed on this server"]}');

			$mbox = @imap_open('{'.$url.':'.$port.$conf_str.'}', $user, $password);

			//checks if there is no error when connecting imap server
			$errors = imap_errors();
			$str_errors = '';
			$str_error_delete = '';
			if (sizeof($errors) && is_array($errors))
			{
				$str_errors = '';
				foreach($errors as $error)
					$str_errors .= '"'.$error.'",';
				$str_errors = rtrim($str_errors, ',').'';
			}
			//checks if imap connexion is active
			if (!$mbox)
				die('{"hasError" : true, "errors" : ["Cannot connect to the mailbox:.<br />'.addslashes($str_errors).'"]}');

			//Returns information about the current mailbox. Returns FALSE on failure.
			$check = imap_check($mbox);
			if (!$check)
				die('{"hasError" : true, "errors" : ["Fail to get information about the current mailbox"]}');

			if ($check->Nmsgs == 0)
				die('{"hasError" : true, "errors" : ["NO message to sync"]}');

			$result = imap_fetch_overview($mbox,"1:{$check->Nmsgs}",0);
			foreach ($result as $overview)
			{	
				
				 //check if message exist in database
				 if (isset($overview->subject))
						$subject = $overview->subject;
					else
						$subject = '';
				//Creating an md5 to check if message has been allready processed
				 $md5 = md5($overview->date.$overview->from.$subject.$overview->msgno);
				 $exist = Db::getInstance()->getValue(
						 'SELECT `md5_header`
						 FROM `'._DB_PREFIX_.'customer_message_sync_imap`
						 WHERE `md5_header` = \''.pSQL($md5).'\'');
				 if ($exist) {
					if (Configuration::get('PS_SAV_IMAP_DELETE_MSG'))
						if (!imap_delete($mbox, $overview->msgno))
							$str_error_delete = ', "Fail to delete message"';
				 } else {
				 	//check if subject has id_order
				 	preg_match('/\#ct([0-9]*)/', $subject, $matches1);
				 	preg_match('/\#tc([0-9-a-z-A-Z]*)/', $subject, $matches2);
					
					$matchFound = false;
					if (isset($matches1[1]) && isset($matches2[1]))
						$matchFound = true;
					
					$new_ct = ( Configuration::get('PS_SAV_IMAP_CREATE_THREADS') && !$matchFound && (strpos($subject, '[no_sync]') == false));				
					
					if ( $matchFound || $new_ct)
					{
						if ($new_ct)
						{
							if (!preg_match('/<('.Tools::cleanNonUnicodeSupport('[a-z\p{L}0-9!#$%&\'*+\/=?^`{}|~_-]+[.a-z\p{L}0-9!#$%&\'*+\/=?^`{}|~_-]*@[a-z\p{L}0-9]+[._a-z\p{L}0-9-]*\.[a-z0-9]+').')>/', $overview->from, $result)|| !Validate::isEmail($from = $result[1]))
								continue;
									
							$contacts = Contact::getContacts($this->context->language->id);
							if (!$contacts)
								continue;
								
							foreach ($contacts as $contact) {
								if (strpos($overview->to , $contact['email']) !== false)
									$id_contact = $contact['id_contact'];
							}
							
							if (!isset($id_contact))							
								$id_contact = $contacts[0]['id_contact'];
								
							$customer = new Customer;
								
							$client = $customer->getByEmail($from);

							$ct = new CustomerThread();
							if (isset($client->id))
								$ct->id_customer = $client->id;
							$ct->email = $from;
							$ct->id_contact = $id_contact;
							$ct->id_lang = (int)Configuration::get('PS_LANG_DEFAULT');
							$ct->id_shop = $this->context->shop->id;
							$ct->status = 'open';
							$ct->token = Tools::passwdGen(12);
							$ct->add();	
						}
						else
							$ct = new CustomerThread((int)$matches1[1]); //check if order exist in database

						if (Validate::isLoadedObject($ct) && ((isset($matches2[1]) && $ct->token == $matches2[1]) || $new_ct))
						{
							$message = imap_fetchbody($mbox, $overview->msgno, 1);
							$message = quoted_printable_decode($message);
							$message = utf8_encode($message);
							$message = quoted_printable_decode($message);
							$message = nl2br($message);
							$cm = new CustomerMessage();
							$cm->id_customer_thread = $ct->id;
							$cm->message = $message;
							$cm->add();
						}
					}
					Db::getInstance()->execute('INSERT INTO `'._DB_PREFIX_.'customer_message_sync_imap` (`md5_header`) VALUES (\''.pSQL($md5).'\')');
				}
			}
			imap_expunge($mbox);
			imap_close($mbox);
			die('{"hasError" : false, "errors" : ["'.$str_errors.$str_error_delete.'"]}');
		}
	}
}

save it go in cache folder and delete the class_index file (it will be recreated automatically)

This Override does 3 things:

1) show in backoffice message sent to customer service even if directly sent by mail without using the contact page

Than I added 2 new functionalities to that:

2) it is now able to insert the message in the right customer thread "category" (if you have more than one like support or suggestions etc..) depending on the mail the message is directed to.

3) it is now able to detect if the mail sending the message is owned by one of the registered customer and assign it to him showing customer details correctly (like customer name)

Enjoy!

ps: I'm going to ask to merge this in the github repository if I'm able to understand the new branching system....

Edited December 16, 2013 by misthero (see edit history)

samuel89 · January 4, 2014

Hi Misthero,

I followed your method but it doesn't work. Sending from my email client still doesn't show up using sync.

I followed your instruction.

-double check the class_index file.

-Create new threads Yes

Do you know what may be the problem?

Edited January 4, 2014 by samuel89 (see edit history)

samuel89 · January 4, 2014

Dont worry about it. It works. for newer messages. Just not previous ones before the above steps are done.

But can the sync be runn automatically or using a cronjob or it needs to be manually pressed every signle time.

Thannks.

Edited January 4, 2014 by samuel89 (see edit history)

misthero · January 4, 2014

Dont worry about it. It works. for newer messages. Just not previous ones before the above steps are done.

But can the sync be runn automatically or using a cronjob or it needs to be manually pressed every signle time.

Thannks.

hello, I'm glad it worked, i have answered this question in another topic, is not the ideal solution but a workaround to make it sync semi-automatically without pressing the sync button, you can find the solution here:

http://www.prestashop.com/forums/topic/282002-auto-retrieve-customer-mails-in-customer-service/?do=findComment&comment=1495152

_Zico_ · January 7, 2014

I've modified this to re-open a thread when customer replies. Currently the thread is still marked closed even after a customer reply.

                                                else {
                                                        $ct = new CustomerThread((int)$matches1[1]); //check if order exist in database
                                                        $ct->status = 'open';
                                                        $ct->save();
                                                }

Edited January 7, 2014 by _Zico_ (see edit history)

samuel89 · January 8, 2014

nice! thanks for sharing!!

cip_invest · January 25, 2014

Thanks for sharing ,made my day, but i got a problem if customer its replying to my answer by email will start a new thread wont add the message to the thread ive replied from. Best Regards

misthero · January 26, 2014

Thanks for sharing ,made my day, but i got a problem if customer its replying to my answer by email will start a new thread wont add the message to the thread ive replied from. Best Regards

mm... it's possible , have to check, is the message connected to an order (i mean the orignal one), can you show us the subject? it should contain a string like #ct..something #tc..something

cip_invest · January 26, 2014

Excuse my english. Ill try to explan how ive tested your hack

1. ive sent an email from [email protected] (email never used in prestahsop ) to [email protected] ( shop customer service email )

2. login in BO synced the email

3. new message with green icon appeared in message centre

4. i have sent a replay from BO to that message ( thread go in closed status after message sent )

5. received an email mesage from [email protected] ( with subject as you said tc ct )

6. sent a reply from that email message ( subject was intact , only Re added default by email service )

7. login in BO synced the email

8. the message sent step 6 received as a new thread not added to thread i first replied in setp 4

Hope you understand

I have tested without modification as _zyco_ said in a previous post and also with that modification ( when ive tested i have deleted all message form my shop and used another email address to make the test ( new email generated from my hosting account ). Also i tested the email with yahoo and hotmail email account

no luck

this is my code

<?php

class AdminCustomerThreadsController extends AdminCustomerThreadsControllerCore {

	public function ajaxProcessSyncImap()
	{
		if ($this->tabAccess['edit'] != '1')
			throw new PrestaShopException(Tools::displayError('You do not have permission to edit this.'));

		if (Tools::isSubmit('syncImapMail'))
		{
			if (!($url = Configuration::get('PS_SAV_IMAP_URL'))
			|| !($port = Configuration::get('PS_SAV_IMAP_PORT'))
			|| !($user = Configuration::get('PS_SAV_IMAP_USER'))
			|| !($password = Configuration::get('PS_SAV_IMAP_PWD')))
			die('{"hasError" : true, "errors" : ["Configuration is not correct"]}');

			$conf = Configuration::getMultiple(array(
				'PS_SAV_IMAP_OPT_NORSH', 'PS_SAV_IMAP_OPT_SSL',
				'PS_SAV_IMAP_OPT_VALIDATE-CERT', 'PS_SAV_IMAP_OPT_NOVALIDATE-CERT',
				'PS_SAV_IMAP_OPT_TLS', 'PS_SAV_IMAP_OPT_NOTLS'));
	
			$conf_str = '';
			if ($conf['PS_SAV_IMAP_OPT_NORSH'])
				$conf_str .= '/norsh';
			if ($conf['PS_SAV_IMAP_OPT_SSL'])
				$conf_str .= '/ssl';
			if ($conf['PS_SAV_IMAP_OPT_VALIDATE-CERT'])
				$conf_str .= '/validate-cert';
			if ($conf['PS_SAV_IMAP_OPT_NOVALIDATE-CERT'])
				$conf_str .= '/novalidate-cert';
			if ($conf['PS_SAV_IMAP_OPT_TLS'])
				$conf_str .= '/tls';
			if ($conf['PS_SAV_IMAP_OPT_NOTLS'])
				$conf_str .= '/notls';

			if (!function_exists('imap_open'))
				die('{"hasError" : true, "errors" : ["imap is not installed on this server"]}');

			$mbox = @imap_open('{'.$url.':'.$port.$conf_str.'}', $user, $password);

			//checks if there is no error when connecting imap server
			$errors = imap_errors();
			$str_errors = '';
			$str_error_delete = '';
			if (sizeof($errors) && is_array($errors))
			{
				$str_errors = '';
				foreach($errors as $error)
					$str_errors .= '"'.$error.'",';
				$str_errors = rtrim($str_errors, ',').'';
			}
			//checks if imap connexion is active
			if (!$mbox)
				die('{"hasError" : true, "errors" : ["Cannot connect to the mailbox:.<br />'.addslashes($str_errors).'"]}');

			//Returns information about the current mailbox. Returns FALSE on failure.
			$check = imap_check($mbox);
			if (!$check)
				die('{"hasError" : true, "errors" : ["Fail to get information about the current mailbox"]}');

			if ($check->Nmsgs == 0)
				die('{"hasError" : true, "errors" : ["NO message to sync"]}');

			$result = imap_fetch_overview($mbox,"1:{$check->Nmsgs}",0);
			foreach ($result as $overview)
			{	
				
				 //check if message exist in database
				 if (isset($overview->subject))
						$subject = $overview->subject;
					else
						$subject = '';
				//Creating an md5 to check if message has been allready processed
				 $md5 = md5($overview->date.$overview->from.$subject.$overview->msgno);
				 $exist = Db::getInstance()->getValue(
						 'SELECT `md5_header`
						 FROM `'._DB_PREFIX_.'customer_message_sync_imap`
						 WHERE `md5_header` = \''.pSQL($md5).'\'');
				 if ($exist) {
					if (Configuration::get('PS_SAV_IMAP_DELETE_MSG'))
						if (!imap_delete($mbox, $overview->msgno))
							$str_error_delete = ', "Fail to delete message"';
				 } else {
				 	//check if subject has id_order
				 	preg_match('/\#ct([0-9]*)/', $subject, $matches1);
				 	preg_match('/\#tc([0-9-a-z-A-Z]*)/', $subject, $matches2);
					
					$matchFound = false;
					if (isset($matches1[1]) && isset($matches2[1]))
						$matchFound = true;
					
					$new_ct = ( Configuration::get('PS_SAV_IMAP_CREATE_THREADS') && !$matchFound && (strpos($subject, '[no_sync]') == false));				
					
					if ( $matchFound || $new_ct)
					{
						if ($new_ct)
						{
							if (!preg_match('/<('.Tools::cleanNonUnicodeSupport('[a-z\p{L}0-9!#$%&\'*+\/=?^`{}|~_-]+[.a-z\p{L}0-9!#$%&\'*+\/=?^`{}|~_-]*@[a-z\p{L}0-9]+[._a-z\p{L}0-9-]*\.[a-z0-9]+').')>/', $overview->from, $result)|| !Validate::isEmail($from = $result[1]))
								continue;
									
							$contacts = Contact::getContacts($this->context->language->id);
							if (!$contacts)
								continue;
								
							foreach ($contacts as $contact) {
								if (strpos($overview->to , $contact['email']) !== false)
									$id_contact = $contact['id_contact'];
							}
							
							if (!isset($id_contact))							
								$id_contact = $contacts[0]['id_contact'];
								
							$customer = new Customer;
								
							$client = $customer->getByEmail($from);

							$ct = new CustomerThread();
							if (isset($client->id))
								$ct->id_customer = $client->id;
							$ct->email = $from;
							$ct->id_contact = $id_contact;
							$ct->id_lang = (int)Configuration::get('PS_LANG_DEFAULT');
							$ct->id_shop = $this->context->shop->id;
							$ct->status = 'open';
							$ct->token = Tools::passwdGen(12);
							$ct->add();	
						}
						else
							{
$ct = new CustomerThread((int)$matches1[1]); //check if order exist in database
$ct->status = 'open';
$ct->save();
}

						if (Validate::isLoadedObject($ct) && ((isset($matches2[1]) && $ct->token == $matches2[1]) || $new_ct))
						{
							$message = imap_fetchbody($mbox, $overview->msgno, 1);
							$message = quoted_printable_decode($message);
							$message = utf8_encode($message);
							$message = quoted_printable_decode($message);
							$message = nl2br($message);
							$cm = new CustomerMessage();
							$cm->id_customer_thread = $ct->id;
							$cm->message = $message;
							$cm->add();
						}
					}
					Db::getInstance()->execute('INSERT INTO `'._DB_PREFIX_.'customer_message_sync_imap` (`md5_header`) VALUES (\''.pSQL($md5).'\')');
				}
			}
			imap_expunge($mbox);
			imap_close($mbox);
			die('{"hasError" : false, "errors" : ["'.$str_errors.$str_error_delete.'"]}');
		}
	}
}

misthero · January 26, 2014

thank you for the amount of details, i found why it is giving the problem, but i don't know yet how to fix, something has changed in the way mails are received

customer thread controller is looking for #tc and #ct in subject but it cannot find it because lately the subject read from the system is like this

Re: [site_name] =?UTF-8?B?w4ggZGlzcG9uaWJpbGUgdW5hIHJpc3Bvc3Rh?= =?UTF-8?B?IGFsIHR1byBtZXNzYWdnaW8gI2N0MSAjdGNOR1NBQmNNajRDMzUu?=

it is something to do wih swiftmailer and some change made lately, but i have yet to figure out where is the problem..

cip_invest · January 26, 2014

Thank you so much for trying and hopefully you will find a solution

Best Regards

misthero · January 26, 2014

Thank you so much for trying and hopefully you will find a solution

Best Regards

ok you can try this:

go around line 85 you should see:

                     //check if subject has id_order
                     preg_match('/\#ct([0-9]*)/', $subject, $matches1);
                     preg_match('/\#tc([0-9-a-z-A-Z]*)/', $subject, $matches2);

replace with this

                     //check if subject has id_order
                    $subject = iconv_mime_decode($subject); //added to fix imap message encoding ??
                     preg_match('/\#ct([0-9]*)/', $subject, $matches1);
                     preg_match('/\#tc([0-9-a-z-A-Z]*)/', $subject, $matches2);

let me know if it works for you

cip_invest · January 26, 2014

its working thats.

anyway the message its displayed quite strange in BO but its understable

1.first message that ive from my email account -  body { font-family: "Calibri","Slate Pro","sans-serif"; color:#262626 } I have one question ?

because ive sent it using another colour that i have in my email ?

2.second message that ive sent it after i received a reply from BO - Perfect - the my signature from email addres then  From: AsistentÄƒ ClienÈ›iSent: duminicÄƒ 

this its because i translate in romanian language no ?

LeGastronome · March 12, 2014

ajaxProcessSyncImap() this function doesn't exist in the file AdminCustomerThreadsController.php in the 1.5.2 ...

it call : "POST",url:"ajax.php",data:"syncImapMail=1"

and with ajax.php modified it won't work

Edited March 12, 2014 by LeGastronome (see edit history)

misthero · March 12, 2014

ajaxProcessSyncImap() this function doesn't exist in the file AdminCustomerThreadsController.php in the 1.5.2 ...

it call : "POST",url:"ajax.php",data:"syncImapMail=1"

and with ajax.php modified it won't work

that function has been introduced in 1.5.4 this thread is about version 1.5.6

LeGastronome · March 12, 2014

uhm... you have to modify ajax.php.. it seems to work.. I will made some tests

>> encoding is upside down when receiving from reply email ... I have to check this point

Edited March 12, 2014 by LeGastronome (see edit history)

TomPuja · March 14, 2014

Hello all!

Any luck with this issue (sync of all messages, not only the ones that were sent either via contact form or subject containing order ID/number)?

Thank you in advance!

samuel89 · March 16, 2014

Hi LeGastronome,

Any luck?

Thanks,

samuel89 · April 3, 2014

Hi. Anyone know how to fix attachment for syncing? Seems like some1 replying with an attachment will screw up the syncing and messages will show as gibberish or some encodes.

lovemyseo · July 3, 2014

Hi El Patron,

I'm sorry, but I think you are wrong on that, at least that's not how it was initially intented for my understanding, infact since long time an option exists in BO that say:

"Create new threads" (Create new threads for unrecognized emails )

that should do exactly what the op asks but it doesn't work, due to some errors in adminCustomersThreadsController.php

When you check that option the PS_SAV_IMAP_CREATE_THREADS variable is correctly set, and indeed messages are really scanned and imported and customer threads created in database for "unrecognized mails" but they never show on BO because the shop_id is 0 for those ct and some other bug inside the controller

to fix that create the folders: override/controllers/admin/

inside that folder create a file AdminCustomerThreadsController.php

open it and paste the following:

<?php

class AdminCustomerThreadsController extends AdminCustomerThreadsControllerCore {

	public function ajaxProcessSyncImap()
	{
		if ($this->tabAccess['edit'] != '1')
			throw new PrestaShopException(Tools::displayError('You do not have permission to edit this.'));

		if (Tools::isSubmit('syncImapMail'))
		{
			if (!($url = Configuration::get('PS_SAV_IMAP_URL'))
			|| !($port = Configuration::get('PS_SAV_IMAP_PORT'))
			|| !($user = Configuration::get('PS_SAV_IMAP_USER'))
			|| !($password = Configuration::get('PS_SAV_IMAP_PWD')))
			die('{"hasError" : true, "errors" : ["Configuration is not correct"]}');

			$conf = Configuration::getMultiple(array(
				'PS_SAV_IMAP_OPT_NORSH', 'PS_SAV_IMAP_OPT_SSL',
				'PS_SAV_IMAP_OPT_VALIDATE-CERT', 'PS_SAV_IMAP_OPT_NOVALIDATE-CERT',
				'PS_SAV_IMAP_OPT_TLS', 'PS_SAV_IMAP_OPT_NOTLS'));
	
			$conf_str = '';
			if ($conf['PS_SAV_IMAP_OPT_NORSH'])
				$conf_str .= '/norsh';
			if ($conf['PS_SAV_IMAP_OPT_SSL'])
				$conf_str .= '/ssl';
			if ($conf['PS_SAV_IMAP_OPT_VALIDATE-CERT'])
				$conf_str .= '/validate-cert';
			if ($conf['PS_SAV_IMAP_OPT_NOVALIDATE-CERT'])
				$conf_str .= '/novalidate-cert';
			if ($conf['PS_SAV_IMAP_OPT_TLS'])
				$conf_str .= '/tls';
			if ($conf['PS_SAV_IMAP_OPT_NOTLS'])
				$conf_str .= '/notls';

			if (!function_exists('imap_open'))
				die('{"hasError" : true, "errors" : ["imap is not installed on this server"]}');

			$mbox = @imap_open('{'.$url.':'.$port.$conf_str.'}', $user, $password);

			//checks if there is no error when connecting imap server
			$errors = imap_errors();
			$str_errors = '';
			$str_error_delete = '';
			if (sizeof($errors) && is_array($errors))
			{
				$str_errors = '';
				foreach($errors as $error)
					$str_errors .= '"'.$error.'",';
				$str_errors = rtrim($str_errors, ',').'';
			}
			//checks if imap connexion is active
			if (!$mbox)
				die('{"hasError" : true, "errors" : ["Cannot connect to the mailbox:.<br />'.addslashes($str_errors).'"]}');

			//Returns information about the current mailbox. Returns FALSE on failure.
			$check = imap_check($mbox);
			if (!$check)
				die('{"hasError" : true, "errors" : ["Fail to get information about the current mailbox"]}');

			if ($check->Nmsgs == 0)
				die('{"hasError" : true, "errors" : ["NO message to sync"]}');

			$result = imap_fetch_overview($mbox,"1:{$check->Nmsgs}",0);
			foreach ($result as $overview)
			{	
				
				 //check if message exist in database
				 if (isset($overview->subject))
						$subject = $overview->subject;
					else
						$subject = '';
				//Creating an md5 to check if message has been allready processed
				 $md5 = md5($overview->date.$overview->from.$subject.$overview->msgno);
				 $exist = Db::getInstance()->getValue(
						 'SELECT `md5_header`
						 FROM `'._DB_PREFIX_.'customer_message_sync_imap`
						 WHERE `md5_header` = \''.pSQL($md5).'\'');
				 if ($exist) {
					if (Configuration::get('PS_SAV_IMAP_DELETE_MSG'))
						if (!imap_delete($mbox, $overview->msgno))
							$str_error_delete = ', "Fail to delete message"';
				 } else {
				 	//check if subject has id_order
				 	preg_match('/\#ct([0-9]*)/', $subject, $matches1);
				 	preg_match('/\#tc([0-9-a-z-A-Z]*)/', $subject, $matches2);
					
					$matchFound = false;
					if (isset($matches1[1]) && isset($matches2[1]))
						$matchFound = true;
					
					$new_ct = ( Configuration::get('PS_SAV_IMAP_CREATE_THREADS') && !$matchFound && (strpos($subject, '[no_sync]') == false));				
					
					if ( $matchFound || $new_ct)
					{
						if ($new_ct)
						{
							if (!preg_match('/<('.Tools::cleanNonUnicodeSupport('[a-z\p{L}0-9!#$%&\'*+\/=?^`{}|~_-]+[.a-z\p{L}0-9!#$%&\'*+\/=?^`{}|~_-]*@[a-z\p{L}0-9]+[._a-z\p{L}0-9-]*\.[a-z0-9]+').')>/', $overview->from, $result)|| !Validate::isEmail($from = $result[1]))
								continue;
									
							$contacts = Contact::getContacts($this->context->language->id);
							if (!$contacts)
								continue;
								
							foreach ($contacts as $contact) {
								if (strpos($overview->to , $contact['email']) !== false)
									$id_contact = $contact['id_contact'];
							}
							
							if (!isset($id_contact))							
								$id_contact = $contacts[0]['id_contact'];
								
							$customer = new Customer;
								
							$client = $customer->getByEmail($from);

							$ct = new CustomerThread();
							if (isset($client->id))
								$ct->id_customer = $client->id;
							$ct->email = $from;
							$ct->id_contact = $id_contact;
							$ct->id_lang = (int)Configuration::get('PS_LANG_DEFAULT');
							$ct->id_shop = $this->context->shop->id;
							$ct->status = 'open';
							$ct->token = Tools::passwdGen(12);
							$ct->add();	
						}
						else
							$ct = new CustomerThread((int)$matches1[1]); //check if order exist in database

						if (Validate::isLoadedObject($ct) && ((isset($matches2[1]) && $ct->token == $matches2[1]) || $new_ct))
						{
							$message = imap_fetchbody($mbox, $overview->msgno, 1);
							$message = quoted_printable_decode($message);
							$message = utf8_encode($message);
							$message = quoted_printable_decode($message);
							$message = nl2br($message);
							$cm = new CustomerMessage();
							$cm->id_customer_thread = $ct->id;
							$cm->message = $message;
							$cm->add();
						}
					}
					Db::getInstance()->execute('INSERT INTO `'._DB_PREFIX_.'customer_message_sync_imap` (`md5_header`) VALUES (\''.pSQL($md5).'\')');
				}
			}
			imap_expunge($mbox);
			imap_close($mbox);
			die('{"hasError" : false, "errors" : ["'.$str_errors.$str_error_delete.'"]}');
		}
	}
}

save it go in cache folder and delete the class_index file (it will be recreated automatically)

This Override does 3 things:

1) show in backoffice message sent to customer service even if directly sent by mail without using the contact page

Than I added 2 new functionalities to that:

2) it is now able to insert the message in the right customer thread "category" (if you have more than one like support or suggestions etc..) depending on the mail the message is directed to.

3) it is now able to detect if the mail sending the message is owned by one of the registered customer and assign it to him showing customer details correctly (like customer name)

Enjoy!

ps: I'm going to ask to merge this in the github repository if I'm able to understand the new branching system....

Hi Great post, Now I am getting messages at both places customer service, and order page when a customer sends me a message during checkout ,

But when I sends a reply, on customer order history page in From clumn it says custoemr name instad of support or site webmaster name.in message reply column.

Edited July 29, 2014 by lovemyseo (see edit history)

hddepot · August 5, 2014

Is this solution ok to use on Prestashop 1.6.0.8?

_Zico_ · September 11, 2014

Wondering the same thing, has anyone tried this on 1.6? Is it even needed on 1.6?

There seems to be a major issue left to fix in the code and that is when replies contains attachments the decoding of the message fails.

I suggest us doing a gist for this class including all the fixes mentioned then we could improve it from there.

Edited September 11, 2014 by _Zico_ (see edit history)

misthero · September 13, 2014

this is already included in ps 1.6: https://github.com/PrestaShop/PrestaShop/blob/1.6/controllers/admin/AdminCustomerThreadsController.php

anyway if you have problem with attachments can you try changing this line:

$message = imap_fetchbody($mbox, $overview->msgno, 1);

with this

$message = imap_fetchbody($mbox, $overview->msgno, 1.2);

and report the results?

_Zico_ · September 13, 2014

this is already included in ps 1.6: https://github.com/PrestaShop/PrestaShop/blob/1.6/controllers/admin/AdminCustomerThreadsController.php

anyway if you have problem with attachments can you try changing this line:
$message = imap_fetchbody($mbox, $overview->msgno, 1);
with this
$message = imap_fetchbody($mbox, $overview->msgno, 1.2);
and report the results?

Yeah just found it yesterday. Currently I experience problem syncing. Getting parse errors. And one email keeps repeating it self every time I sync. This happens even after cleaning out my imap folder. Still the same email comes back and presta complains about parse error.

misthero · September 13, 2014

can you paste the complete error you get?

_Zico_ · September 13, 2014

can you paste the complete error you get?

TECHNICAL ERROR: unable to sync.

Details:

Error thrown: [object Object]

Text status: parsererror

And nothing in the php error log.

TomPuja · September 27, 2014

TECHNICAL ERROR: unable to sync.

Details:

Error thrown: [object Object]

Text status: parsererror

And nothing in the php error log.

Hey!

Any luck with this?

I am getting the same error after upgrade from 1.5 to 1.6.

TomPuja · October 1, 2014

Hi!

Any advise here?

The interesting thing is that while testing this feature with a clean 1.6 installation (not upgraded from 1.5) it works as a charm. Whereas, and upgraded from 1.5 gives such Technical Error.

In fact, it was partly a reason why I have decided to move from 1.5 to 1.6 and now it is a bit disappointing.

It seems that upgrading doesn't fix this issue in some certain files - do you have an idea where to look?

The peak season is approaching and to handle all requests without a common "gate" will be too challenging.

Thank you in advance!

afshop · December 5, 2014

Hi!

Any advise here?

The interesting thing is that while testing this feature with a clean 1.6 installation (not upgraded from 1.5) it works as a charm. Whereas, and upgraded from 1.5 gives such Technical Error.

In fact, it was partly a reason why I have decided to move from 1.5 to 1.6 and now it is a bit disappointing.

It seems that upgrading doesn't fix this issue in some certain files - do you have an idea where to look?

The peak season is approaching and to handle all requests without a common "gate" will be too challenging.

Thank you in advance!

Hi

I have the same problem in the 1.6.9; did you fix it?

Thanks

Angela

TomPuja · December 5, 2014

Hi!

Yes, my hosting company had to change Firewall settings as my mailboxes are hosted elsewhere.

Sometimes I still get this error when there are messages with attachments. Login, delete them and start again.

afshop · December 5, 2014

Hi!

Yes, my hosting company had to change Firewall settings as my mailboxes are hosted elsewhere.

Sometimes I still get this error when there are messages with attachments. Login, delete them and start again.

Ok thanks

I will try it.

sarfaraz.r1406 · January 18, 2015

Hi,

I was also having trouble with the same issue. I am using 1.6.0.9. I have updated it from 1.5.0.6 version.

I uploaded the file from github to my Admin controller. It did not solve the problem of sending the messages to a particular category.

Then I uploaded the changes suggested by Misthero. But this also did not solve this problem. Can anyone guide me for this issue.

FYI: I am not using any IMAP settings.

samuel89 · June 4, 2015

any luck?

vishnumohan · June 2, 2016

Hello. I am new to the prestashop. A new module uses Mail::send() function to mail some data. Also the data is stored in 'mail' table and shown in the 'email' tab. In the code I can't understand the portion that saves into the database table.Anyone can help me?

Thanks in advance.

Sashok · November 23, 2016

change

$mbox = @imap_open('{'.$url.':'.$port.$conf_str.'}', $user, $password);

to

$mbox = @imap_open('{'.$url.':'.$port.$conf_str.'/novalidate-cert}', $user, $password);

in AdminCustomerThreadsController.php

if see error "prestashop Cannot connect to the mailbox : Certificate failure for yourshop.com: self signed certificate: /OU=IMAP server/CN=imap.example.com/[email protected]"

works in 1.6.1.9

kachtouli · February 20, 2018

I have this problm in prestashop 1.6, how to solved?

Customer Service module doesnt receive message from email

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