Hi,
we use OSTicket 16.3.

Some Tickets have to be forwarded to external partners. At the moment we forward the Message in the ticket manual per copy and paste to the external partner. When we recive an Answer, we copy and paste it as an answer in the ticket.

Is there a way, that, after a classification
a) the ticket with all infos would be send to an external mail adress
b) when a message goes vial mail to the ticket system, it generates an answer to the ticket.

I tried it. We have a mail adress that were (sorry, missing the english word). When a user replies to a ticket, the reply would be handled like a message to the ticket and would be forwarded to everybody. But when an agent or external adress does the same, the message was handled as a note but not forwarded. Is there any way?

    matze81

    Agents cannot reply via email. They must login to the /scp (Staff Control Panel) and reply to tickets there.

    Cheers.

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