Reply via Email / Create via Email: Page 2

Reply via Email / Create via Email

need4swede

KevinTheJedi

Hi Kevin,

Two things were tried - and I am not sure which one did it.

I contacted my host provider and told them to double check port 993. They said there wasn't anything blocking it, but they whitelisted it on their end.
I changed outlook.office365.com to ssl://outlook.office365.com

Not sure which one of those did it, but it's working now!

Thanks a bunch Kevin!

KevinTheJedi

need4swede

#2 was already happening automatically as when you use 993 we automatically append ssl:// to the hostname (as you can see from the earlier errors). So I’m betting the port was blocked on the host's end. Glad that’s working!

That is very strange. So let me see if I understand your email setup correctly. You have a singular email address called "support@company.com" (for the sake of this example) that has IMAP and SMTP configured in the helpdesk. Users send an email to support@company.com, their email is fetched via IMAP, and creates a Ticket. An Agent replies to the Ticket from support@company.com (confirmed by looking at the From email above the Reply box). The User receives that reply from support@company.com, replies directly to that response, the User's reply gets delivered directly to the support@company.com inbox (not forwarded or anything), and the system doesn’t fetch it. Am I correct? Can you please validate that the reply from the Agent comes from the same email used to fetch? Can you also confirm the user's reply goes directly to the email's inbox with no special rules, header changes, etc.?

Cheers.

need4swede

Hi Kevin,

The email fetching is working as intended now!
User sends email to support@company.com == creates new ticket
User replies via email to a response from support@company.com == appends reply to ticket
Agent replies to a user's reply, via email == agent's reply gets appended to the ticket
And using the helpdesk to reply / create a ticket works ok.

BUT there is one issue! Email replies don't create notifications.

Example scenario:
Ticket exists. One agent replies to the ticket by replying to support@company.com
The ticket gets appended with the agent's email reply, but the user never gets a notification that a new message was posted. The same goes the other way - if a user replies via email, their reply does get appended to the ticket, but agents don't receive an email that a new reply has been posted.

This is the inverse of my original problem!

How can I have an email notifications sent out whenever someone (agent or user) replies to a ticket via email?

Thanks!

KevinTheJedi

need4swede

Agents simply cannot reply via email; they must login to the helpdesk and reply from the system.

For New Message Alerts please check to make sure this alert is enabled (Admin Panel > Settings > Tickets > Alerts and Notices > New Message Alert). The only people that can receive New Message Alerts are Last Respondent (last responding Agent), Assigned Agent/Team, Department Manager, and/or Organization Account Manager.

References:

https://docs.osticket.com/en/latest/Guides/Alerts%20Guide.html

Cheers.

need4swede

KevinTheJedi

Hi Kevin,

I shared a screenshot of my settings above. Agents also have 'Alerts' checked in their accounts, under teams.

I didn't know agents couldn't reply via email, but that makes sense. Is that so nobody can spoof headers and send email to support@company.com? I'm guessing there's some security reason for it.

I do get a notification when a user responds (via email and via helpdesk), but currently only I do (as the admin), but none of my agents do. Am I missing a setting somewhere, perhaps?

KevinTheJedi

@need4swede

Yes, mainly security reasons so no one can masquerade an Agent. With this requirement they have to authenticate themselves before replying so you know it’s them (unless their account has been compromised but that’s a much deeper issue).

As described above the only recipients for this alert is Last Respondent (last responding Agent), Assigned Agent/Team, Department Manager, and/or Organization Account Manager. So if they are not one of these they will not get the New Message Alert. Best thing to do would be create a team and assign it to the team so everyone in the team gets the alert.

Cheers.

DBMandrake

@KevinTheJedi

I've just noticed in testing that while an agent replying directly to the new message notification email does not cause the ticket system to send an email back to the ticket owner, it does still log the response in the ticket, and this response can be viewed by the ticket owner if they log into the web interface.

Is this expected behaviour ?

KevinTheJedi

DBMandrake

Yes that is expected behavior. Agents must reply within the help desk. They cannot reply via email.

Cheers.

DBMandrake

KevinTheJedi I think you missed my point - if an agent does reply by email it gets recorded in the ticket even though an email isn't sent to the ticket owner.

In other threads I've seen it stated a few times that an agent replying by email only creates an "internal note" (eg something other agents can view, but ticket owners cannot) however in my testing it does not create an internal note, it actually adds a response to the ticket that the ticket owner can view through the web interface.

This is what does not seem to be correct.

KevinTheJedi

DBMandrake

A Reply or a Message? Those are two entirely different things. Reply = Agent and Message = User. If the banner is orange it's a Reply; if blue then Message.

Regardless of how the Agent's email is perceived within the helpdesk it will not send an alert to the User. Again, Agents have to reply within the system; they cannot reply via email. This is intended functionality.

Cheers.

DBMandrake

KevinTheJedi

Yes, I know agents have to reply through the web interface for responses to be sent to the ticket owner. I've been using OSTicket as an agent (and admin) for 2 years now...

However you still don't seem to be understanding the point I'm trying to make to you. So lets break it down in detail...

Ticket opener creates a new ticket via web interface or by email.

Agent receives a new ticket alert email.

They should click the link and respond via the web interface, yes. But for some reason they just reply to the new ticket notification email that says do not reply to this email, (I have added 6 additional agents to the system who are still trying to learn how to use the system so they are making mistakes) and the ticket opener does not receive an email, as you note.

However, if the ticket opener logs into the front end web interface (not the agent interface) to check the status of their ticket they DO SEE the response of the agent who just replied by email in the ticket discussion thread. According to other forum threads I've read agents replying to notifications by email should be saved as an internal note, not as a response visible to an end user. Are you following me now ?

This would seem to be a bug, or at least something to be aware of as it is not being discarded or saved as an internal note.

KevinTheJedi

DBMandrake

I guess you didn’t see my message above:

A Reply or a Message? Those are two entirely different things. Reply = Agent and Message = User. If the banner is orange it's a Reply; if blue then Message.

If it’s blue then it was processed as a user message.

Cheers.

KevinTheJedi

DBMandrake

I basically asked a question of "A Reply or a Message?". I need this information to better understand.

Cheers.

ntozier

Never seen what you describe happen before.
Usually if someone replies to the ticket email that way it creates a new ticket.
Is the Agent that is replying CCed on the ticket, and/or a Collaborator on the ticket?

DBMandrake

ntozier

Please re-read my previous post - everything you and Kevin are asking me has already been explained in extensive detail, I don't know how to repeat the same information in a way that's any clearer without simply repeating what I've already said there. Thanks.

Also - why not just try what I'm describing and see what happens instead of being sceptical ? It would take about 2 minutes to try out the scenario I'm describing on an already working system.

abhi199424

Hello, what happens, when a non-registered customer replies to a "support ticket opened" email? it will add to the thread? because nothing happened to me.

KevinTheJedi

abhi199424

Do you have email fetching or email piping setup? Without that the emails will not come back to the system.

Cheers.

KevinTheJedi

DBMandrake

At this point you need to start your own thread as you are off topic. Btw, when re-reading your initial post what you are describing is simply not possible with core osTicket. So either you are actually talking about when the agent replies via email and it adds a message the user can see in the UI it’s actually posting as a User Message and not an Agent Reply -or- you have a 3rd party modification to the core codebase that is not going to be supported by us. With core osTicket when an agent sends an email it will either add as an internal note or add as a user message and add the agent as a CC (user); plain and simple.

Cheers.

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