Version 1.15.1 A user creates a ticket. It shows up in our queue. We reply to the ticket. OK The user replies to our reply. It does not show in the ticket. And we don't get the reply.
1.15.1 is old, please upgrade to current and re-test.
Also have you setup polling? https://docs.osticket.com/en/latest/Getting%20Started/POP3-IMAP%20Settings.html#schedule-polling
What is the upgrade path?
Also in the docs https://docs.osticket.com/en/latest/Getting%20Started/Upgrade%20and%20Migration.html
