Hello, I'm running OsTicket v1.17.2,

Occasionally when a user creates a ticket on our system, their email is misspelt by them or otherwise unavailable. When our support team then replies to this ticket our email systems eventually return the unsent mail to the sender. With a typical "Undelivered Mail Returned to Sender" style message.

These messages show up in our ticket desk as new tickets from the email postmaster.

What I'd like to know is if there is some way we could process these Undelivered Mails and attach them back to the original ticket automatically.

This would allow our support team to become aware that a user's email is incorrect and allow them to follow up via alternative means.

Is something like this possible?
Would it be a plugin?
Or something to do with Email piping maybe?

Everything else about our ticket desk installation works correctly.

Thank you!

I'm seeing a bunch of code in osTicket that seems to suggest this might already be implemented but just be broken on my configuration. For example: https://github.com/osTicket/osTicket/blob/4689926b2d3d25754f0ddcf8d4e181a2817f6d56/include/class.mailparse.php#L797)

Perhaps my mail provider isn't including the correct details in the response?

Ok, i'll see if I can tweak my email systems to handle this better.

Would you be able to provide any details on what OSTicket expects? If needed I can reverse engineer from the code.

Thank you!