osTicket starting New thread instead of replying to original mail(Initial mail)

Rakshith

Hello,

I am encountering an issue in my osTicket setup where responses sent by the support team to a client’s email always start a new email thread instead of replying to the client’s original message(first mail sent by client).

KevinTheJedi

Rakshith

What do you mean? In osTicket or in their mail client?

Cheers.

Rakshith

"Hello, I am facing an issue with my OS Ticket system that affects how replies to client emails are managed. Here's what happens:

Initial Client Email: A client sends an email (e.g., email A) with a request to our support system.
Support Response: Our support team replies to this email (e.g., email B) through OS Ticket. However, instead of replying to the original email (A) and continuing the conversation as part of the same thread, OS Ticket creates a new email and starts a separate thread.
Subsequent Responses: Any additional replies or responses following this initial response (email B) are within the same thread appending to email B.
What We Expect: We want the support team's replies to be appended to the original client email (A) to maintain a continuous conversation thread.

Troubleshooting Steps Taken:

Confirmed that the 'Reply to Original Message' setting is enabled in the OS Ticket admin panel.

ntozier

Support Response: Our support team replies to this email

So your Agent isn't logging into the the Ticket System (osTicket) and replying?
If so that is your problem.
Agent email replies do not update the ticket.
If the ticket isn't in a Department that the Agent has access to, then osTicket would create the email as a new email and create a new ticket.

Rakshith

1) So your Agent isn't logging into the the Ticket System (osTicket) and replying?
If so that is your problem. ----------- they are logging into the os ticket through their registered e-mails and replying as agents with having full access to their department(Support here), here tickets created are directly by default assigned to Support department.