Replying via email strangeness

liam_bee

Hi All,
We've used osTickets for a few months and love it, however I've come across a strange quirk recently and hoping someone will be able to point us in the right direction;

When a user emails into the helpdesk a ticket is generated (all ok) and then an agent responds to the email notification we receive via email, this response is logged against the ticket in the helpdesk and all looks ok, however we've realised the users aren't getting a notification or response at all via email?

if the agents respond through the helpdesk then emails are sent ok?

Has anyone seen this sort of behaviour before or have any pointers as where to start!?
Thanks,
Liam

KevinTheJedi

liam_bee

TonyO is correct. Agents cannot reply via email, only through the helpdesk. If an agent replies via email the best it will do is add an internal note which does not notify the user and is not shown to the user in the helpdesk.

Cheers.

TonyO

Yes, that's osTicket working as intended. According to the design, agents should be trained to always use the agent portal to reply to users. This way when a user replies back, it goes to the helpdesk email, not directly to an agent email.

liam_bee

Thank You both for your replies, most enlightening and helpful!
We're a small department and quite often replying to tickets via phone on email while out and about. We've moved from Spiceworks and that supported agents replying via email, the replies from agents were then sent by Spiceworks to the users from the helpdesk email keeping everything logged in the helpdesk - is it possible to suggest this as an improvement idea?

KevinTheJedi

liam_bee

Already been suggested (many times) and already on our list.

Cheers.

liam_bee

Awesome - Many Thanks!