send different threads

abdulkarim23

I need help because when I send emails via osTicket to employees, they appear in different threads. Below is an example

KevinTheJedi

abdulkarim23

Hmmm, I cannot replicate this at all. How are you sending these emails? Are the employees you speak of Users or Agents?

Post a screenshot of Admin Panel > Dashboard > Information.

Cheers.

abdulkarim23

I send emails to employees from osTicket, for example, asking for more details or informing them about delays (e.g., 'Sorry, we will be delayed'). However, each email is being placed in a separate thread, even though they are related to the same ticket. Could you help me fix this issue?

KevinTheJedi

abdulkarim23

I would upgrade to v1.18.2 and retest.

Cheers.

abdulkarim23

Do you have another solution? This one is difficult

KevinTheJedi

abdulkarim23

Are you talking about actual replies or alerts? Post a screenshot of an example email that didn’t thread. Also, you haven’t answered my earlier question of, "Are the employees you speak of Users or Agents?"

Cheers.

abdulkarim23

First of all, I would like to thank you for your support and quick response. Actually, the employees do not access the ticket system directly, they only communicate via email. However, the agents reply through the ticket system to the employees, and each response appears in Outlook as a different email, but the same ticket number. When the employee replies via email to the agent, it appears in the system in an organized manner. The issue is that each response appears in a different thread in the email. Can you assist me with this and meet with me via Zoom?

Note: All agents reply to tickets using a unified email address designated for the ticket system, and no agent replies using their individual email addresses

KevinTheJedi

abdulkarim23

Yea I simply cannot replicate that. Also, we don’t provide free support. You can review the support options on our website.

Cheers.