I'm making an assumption here, but when we reply to a client ticket via email, shouldn't that response get forwarded to the client?
For example, client opens a ticket via email and we respond via email. If I log into OSTicket, I see the ticket the client's email generated, and I see my response. However, the client does NOT get an email.
If I make the response in OSTicket, then he DOES get the email.
Email reply to client ticket is not forwarded to client
Agents cannot reply via email. They must login and reply from the helpdesk itself. At best the Agent’s email will be added as an internal not (which users won’t get an alert for) or will be added as a collaborator.
Cheers.