Email Fetching Only Works When Users Replies to Ticket

apers

I was able to set up email fetching recently and noticed when a user responds to a ticket via the email client the ticket is updated with that message and an email is generated to the agent.However, if an agent replies to an email generated from the ticketing system the ticket is updated with that information but no email is sent to the user.

Is that expected?

Can agents only send messages to the user from the 'Post Reply' option in the ticket?

KevinTheJedi

apers

Agents must login to the helpdesk to manage and reply to tickets. Think about it from a security perspective if you allowed agent replies from email someone could simply masquerade as any Agent, send an email, and act as the Agent.

With this being said, Users can use email or the helpdesk.

Cheers.