My osTicket version is: 1.16.
I assume when agent change the ticket status to close, end user and agent can be received an email which subject is : "Support Ticket Closed [#000011]", how can I setup it?

I know when end user send a new email to IT the system will create a new ticket and reply email to end user which subject is "Support Ticket Opened [#000011]" , but currently when agent close ticket, both end user and agent cannot receive any notification.

I think agent reply email directly and end user can receive the message is very convenient.

Another question: When a ticket created by end user, agent and end user will receive email notification, if agent reply the email directly, the message will attach into ticket, but no email notification send to end user, I think when agent reply any message on ticket, end user must receive by email, same as agent reply message from web, it that possible?

Thanks.

An idea of email notification for agent, can I change code or setup system add end user email address as CC ? When agent received the ticket created email the CC address included end user's email address, if it's ok, agent can reply the email because the recipients included end user.

I just tested reply the email add end user as CC, when end user received email, the sender email address is agent's email address not default support email address, I think it doesn't make sense.

Thank you.

osTicket does not have closed ticket notifications ie when you change a ticket to Closed, it does not trigger a notification.

    ntozier Hi Ntozier,
    Is there any other way to enable email notification? I think it's very important when agent reply end user's request, rather than agent only can reply from web portal.

    Thank you.

      You would have to alter the core files to change the behavior.

        ntozier Well, in fact if agnet can reply end-user message from email it's very convenient. It's good for both agent and end-user.

        Thanks.

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