So on the initial email this is what happens:
Client (Bob) > Sends email to support@domain.au AND CC's in another person (Jane).
osTicket receives the email, makes a ticket and alerts agent (me) only! Not Jane.
Jane in her Inbox at this stage ONLY has the initial email.
So Jane responds to the only email she has received.
This is the Outlook 365 screenshot:
This is what osTicket shows.
At this stage the following have been received:
Me = osTicket (1) Only the initial alert from osTicket that confirms new ticket.
Bob = osTicket (1) saying new ticket created, agent will be in contact. Inbox (1) reply by Jane to the initial email.
Jane = osTicket (0). Inbox (1) initial email.
The collaborator has not received ANY alert at this stage.
Now if I send a reply to the ticket then both Bob and Jane get it.
So a few points:
- The intial reply of the collaborator does not send an alert.
- Reply All is annoying, because it means they communicate outside of the ticket system and it sends more emails than needed. Although being able to see all the people on the email train is important.
- It also appears that if they continue to reply all to that first email (which in recent experience seems to be what they do) the system continues to not alert me. But if they stop using that email and begin using the osTicket email trail all is well. I get alerts.
- In the end it has to be super simple for end users. Especially because I cannot control or train them.
- Ideally to fix this I would be able to just have alerts on for any email that adds content to tickets.
If I have totally misread what you've said @KevinTheJedi, let me know and I'll do more testing.