KevinTheJedi
il already read docs, and in my scenario mail alert should be sent, but it isn't.
Let me explain better.
I have dedicated email helpdesk@blablabla fetched by cron.
A user "James" send email with subject "A new big problem bla bla bla".
Osticket fetch that email, and create ticket.
Operator assign ticket, and reply.
Than, same user "James" reply not to osticket email, BUT to his original email with subject "RE: A new big problem bla bla bla".
Osticket fetch email, append it to same ticket, mark ticket as unread, BUT doesn't send any email alert.
Osticket doesn't send any email alert only in this case. If user reply to Osticket automatic email, all works fine.
In this way, we risk to lost users replies.
There is something we can do to fix this?
Thank you very much.