Ticket riples coming in blank

curtis89

We use osTicket for the college I work at, and all students utilize a Gmail account provided by us for opening helpdesk tickets. When a ticket is opened from one of these accounts we can see the body of the email when we view the ticket however, when the person opening the ticket replies to the same ticket their response comes back without and text in the body. has anyone else had this issues and if so how did you solve it?

KevinTheJedi

curtis89

Either the content is being stripped or they are not replying above the Reply Separator Tag (Admin Panel > Emails > Settings). You can post the full raw email here for us to try to replicate the issue.

Cheers.

curtis89

The student is simply using the reply button in Gmail. If they erase all of the text that come from osTicket and then type their response the reply comes through with no issue.

KevinTheJedi

curtis89

Then that means the Reply Separator tag is borked, the Response/Reply template is borked, or their email client is doing something weird when replying. You should be able to look at the full raw email in the inbox of the system email and see if the content was there and if it's below the tag or not.

Cheers.