Email replies not going to osTicket. What have I done wrong?

smgau

Obviously bumping my way through my first use and installation of osTicket, I have made a mistake somewhere. It's working fine in that we're getting tickets and managing them effectively.
However, the issue is that when we respond to a ticket via the interface, the customer is simply hitting reply on email.
This response doesn't come back to osTicket, but instead lands in our admin@ email box.
How do we set it up so that the replies only go to to osTicket. Obviously we don't want a ticketing system that starts on a platform and is then completed via email.
Clearly a mistake we have made when setting up. Any advice greatly appreciated!

ntozier

Go to:
Admin panel -> Emails -> Settings
What is your Default Alert Email?

smgau

admin@

I'm thinking I should have setup a dedicated email box just for this, such as support@ ?

smgau

Anyone offer some further advice here please?

RBGE

smgau In Admin -> Agents -> Departments the department you use will have an outgoing email setting. Ideally this should be set to the mailbox that osTicket checks for email (and yes, it's strongly advised to use one solely for osTicket, otherwise you'll break the mail flow if people start changing things outside of osTicket)

In my case it's the system default, but if you have multiple departments set up you'll possibly want a separate one for each department.

smgau

That was very helpful thank you. I have now switched everything over to a dedicated support@ mailbox for osTicket.
Only problem I'm having now, is replies to tickets from email don't seem to come through to the ticket itself. Any further ideas?

RBGE

smgau Are the replies appearing in the mailbox that osTicket polls? If so, do they appear anywhere in osTicket at all? (i.e. as new tickets).

If you've changed the setup, are you able to double check the settings (including username and password) are correct in Admin -> Emails -> Emails -> [support email address]

Also worth double checking the Admin -> Emails -> Settings panel. Mine looks as below, although yours will probably differ slightly. Key thing is that there is one method of polling the mailbox enabled:
(there's a separate cron job running that runs osTicket's cron.php file)

smgau

I owe you a virtual beer! It was the cron job not configured.
Thanks so much. I believe we're now in business! 🙂