Email Fetching

toddnaveau

Hello, Im getting ready to setup Email fetching with cron. I have found many articles how to set it up but most only mention ticket creation. Will this also work for replies to tickets? Like user creates ticket, agent responses, then user responses by email. Will cron setup bring that email from user into current ticket?

osTicket version 1.15.2
Webserver: IIS 10
MySQL Version 8.0.15
PHP Version 7.4.13

KevinTheJedi

@toddnaveau

Yes, when it fetches the User's email it will check the mail headers and if it matches an existing thread it will add it to the related ticket, otherwise it will create a new ticket.

Cheers.

toddnaveau

KevinTheJedi
Awesome, I just want to make sure. Do I need to change anything for it? Like have the ticket number in the subject line or any other identifier?

Thank you for your help!

KevinTheJedi

toddnaveau

No, we check the mail headers (specifically the References) to do the matching.

Cheers.