Are you having to enter in credentials to log in to the ticketing system or does it automatically sign you in? Are you using the same credentials to log in to your computer? If so, you should be able to enable the passthru authentication and automatically sign in. Then you can have staff try to log in that way. I know from my experience that worked better than having users enter a username and password (it would auto-create their accounts, too). The caveat is that you need to have group policy configured so that it's a trusted site or domain for the osTicket platform so that way it will send credentials to it for SSO.
Also, if you go to add a new agent and you start typing in their username in the username field within osTicket, does it automatically populate? What if you were to enter in a non-agent in that box (you don't have to actually save it) and see if their username comes up? That will ensure that we're pulling the users from LDAP correctly.
