Email response converted in internal note

DanieleRdcom

Hello team, Is there an option to turn a response that is sent from the email account into a note in the thread ticket?
For example, i'm discussing with a client and in the middle I want to sent an internal comunication (from email account) that in the ticketing system is seen as a note?
Thanks a lot

KevinTheJedi

@DanieleRdcom

If you are sending the email from the email address that matches your Agent account then yes. You must reply to an alert for the specific ticket via the email associated with an Agent and it will be added as an Internal Note. If you create a new email or don't reply to an alert then it will create a new ticket.

Cheers.

DanieleRdcom

KevinTheJedi

Hi Kevin,

thank you for your response.
Unfortunately, what you say we have not been able to replicate in our testing. We did respond to a ticket from an email address that is listed as an agent in OSticket, but this communication went into the ticket thread as a normal message (ost_thread_entry.type=M) and not an internal note (ost_thread_entry.typ=N).

KevinTheJedi

DanieleRdcom

What mail are you replying to? Does the Agent Account that matches the email you replied from have access to the Ticket within the system?

Cheers.

DanieleRdcom

I'll attach some screens so I can try to explain better.

In the "from" screen you can find the message that I sent from my email account (daniele.resuli@rdcom.com) to several recipients.
In the "agents" screen you can find that there is an agent linked to the email daniele.resuli@rdcom.com
In the "message" screen you can find the email that I sent that is categorized as "Message" and not as "Internal notes".

Am I doing something wrong?

Our ticket version is the v1.16.1 (b42ddc7

KevinTheJedi

@DanieleRdcom

You have to reply to an Agent alert. You can't just respond to a User message or create a new email.

Cheers.

DanieleRdcom

Hi Kevin, we have re-done one more test.
As you can see from the screen we responded to an agent alert with the address paolo.varalta@rdcom.com, this address is connected as an agent in Osticket.
The response message still came in as "Message" and not as a "Internal note".

KevinTheJedi

@DanieleRdcom

I see now...it's because the owner of the Ticket is a User with the same email as the Agent. Of course this will be seen as a Message instead of an Agent Internal Note. If the owner nor any collaborators of the Ticket does not have the same email as the Agent and you reply to an Agent alert then it should be added as an Internal Note.

Cheers.

DanieleRdcom

Thanks Kevin, I was able to replicate the case thanks to your advice.
You can close the ticket