I'm currently working with osTicket v1.18 on a Linux Ubuntu 22.04 server, and I'm aiming to streamline communication between a sender (email@example.com) and a supplier (firstname.lastname@example.org) using osTicket as an intermediary.
Here's the specific functionality I'm looking to achieve:
When emails are fetched and automatically generated from the sender's email@example.com, I want an auto-response to be sent back to both the sender and the supplier's mail (firstname.lastname@example.org).
Both the sender and the supplier should be able to respond to the auto-response email, and their responses should be attached to the same ticket.
Notification emails should be sent to both the supplier and the sender whenever any new information is added to the ticket.
I've made progress using the following method:
Created an organization with email@example.com as the primary contact, with the "add primary contacts to all tickets in this organization" option selected.
Implemented a filter, details of which can be found in the following screenshot:
Currently, when I send an email to firstname.lastname@example.org, both the sender and email@example.com receive emails, allowing them to respond and have their messages attached to the same ticket. However, the issue arises when either the sender or firstname.lastname@example.org replies; there is no notification email sent to the other party.
I understand that this might not align with the typical use case of osTicket, but I'm curious if there are alternative configurations or methods to achieve this desired communication setup.
I would greatly appreciate any feedback or suggestions on how to enhance this setup. Thank you!