Hi guys, how are you?
I`m pretty frustrated. I am trying to use the autoresponder option to notify the clients when a new message is appended into the ticket or when a new ticket is raise it.
However, no action is happening. We tested and we only received by mail the notification that we set for new tickets, or for reply/response.

I checked and is enabled on:
-admin panel>tickets>autoresponder options
Also checked and is not disabled on:
-deparments
-help topics
Also check my exchange admin center and there is no mail that is getting quarantined or failed, so I am pretty sure that basically OSTicket is not sending this mail notification at all.

So for all this, should works, but it isn`t.
Any suggestion?

Regards

Also, before proceeding with some troubleshoot, I want to be sure: this mail notification wil work even if thee engineer use the "don`t send a reply" from reply to field on the ticket, right? Is a system notification, so should work with the client anyway, right?
mostly becuase we want to use this option to avoid using reply/response template for all, and let it only for closures.

@crimea

No, it will not send an email if you choose "Do not send a reply", that's the whole point of the option. When an Agent replies to a ticket the only thing that gets sent out is the reply so if you choose do not send reply then the user will receive nothing.

Cheers.

No, I get that. The thing is that one thing is the autoresponder (is a notification telling the user that a message was appended), and another thing is the notification about a reply/response (assuming that is the reason that are separated in two different templates ok the template set).
What I am wondering (besides that why is not working) is that the autoresponse notification will send it or not.
Do not replying to the user/client will avoid to send the notification reply/response, but the autoresponder notification should be send it.

@crimea

No, read the text for the New Message Auto-Responder alert. It only gets sent when new User/Collaborator messages are added to the ticket. Agent replies are not considered messages so they will not trigger the New Message Autoresponse.

Cheers.

Oh, Cr*#$. Didn't know about the differences between messages and responses.

Ok then, in that case, dismiss all this thread. I will not need the autoresponse after all.

Thanks Kevin! You honor your nickname 😛

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