Hello everyone,
some tickets are forwarded to a third party company via email.
They, after management, respond to the email and osTicket correctly appends the response to the correct ticket. However, the response is taken as a "note" and not as a response, therefore the user is not informed of the response. This leads to misunderstanding and often the responses are not read.
I am looking for a solution to:
a) have the response emails received as replies by osTicket
or
b) send an email to the user even in the case of notes
Obviously if the support writes the response directly on osTicket the whole problem does not arise as the notification email is immediately sent.
I looked for plugins that do a sort of autoresponder but I found nothing.
Even the native automatic "SLA" or "Filter" procedures do not seem to involve notes in their options.
Does anyone have a solution?
Thanks in advance
