Hello Normally, when user sent mail to oSTicket (it.support@tls.com) immediately user will receive as ticket has been open for case. with subject :Re: Test [#510400] But latest version 1.17.2 it works acknowledgement once the agent solved the issue. then only user receiving it
tls
You need to look at your alert configurations, department configurations, filters, email settings, etc.
Cheers.
KevinTheJedi How can I reach to that settings.Can you please guide with path?
https://docs.osticket.com/en/latest/Admin/Settings/Tickets.html#autoresponder https://docs.osticket.com/en/latest/Admin/Agents/Departments.html https://docs.osticket.com/en/latest/Admin/Manage/Ticket%20Filters.html https://docs.osticket.com/en/latest/Admin/Emails/Emails.html