osticket-Agent Reply plugin

jphilbert

This is a feature that has been requested for years and I have been working on this plugin off and on for a minute.
When an agent replies to a ticket via email, their reply is posted as a note and not shown at all to clients and clients receive no notification of an agent reply in their ticket.

Basically the plugin converts a agent NOTE sent via email to a normal RESPONSE and then sends a email to the ticket creator, it will also auto-assign the ticket to the first agent that responds. I now testing it live in my environment and working on any bugs and other options I think needs to be added.

Looking for ideas on options before I release it to the public.

ntozier

I think that keeping it simple is probably the best choice.

pcjkollmorgen

Oh fantastic, that sounds like it could add some very useful functionality.

We had a mod previously which enabled this, however it stopped a while ago.

I'll try it out when I have a chance but for the moment can you please explain a little further how the first response is replied to ?

There are "ticket create alert" emails which only go to the department manager, and "ticket assigned alert" emails which go to someone when they are assigned a ticket.

Cheers.

sam77am

Hi @pcjkollmorgen
I was looking for exactly the same solution, is our plugin live? I would really appreciate it if you can send it to me.

pcjkollmorgen

Oh it seems the code hasn't been released yet.

ssanders

Was this plugin ever released.

KevinTheJedi

ssanders

There have been no updates to this thread...so it doesn't look like it.

Cheers.

Billy44b

For future reference, he did publish the plugin files, and it's been working great for me: github[dot]com/philbertphotos/osticket-agentreply-plugin