Ticket "From" field

RickatRMDS

We have 6 agents in our osTicket 1.18.2 and when we are assigned tickets, we would reply or close tickets. The "From:" field is always the generic "support" email. When it is assigned to a specific agent, how do we make the email from that agent? Usually when we email the user with questions, and they reply, it goes back to the generic support email and we almost never check that email. Then the user ends up wondering why we never replied.

KevinTheJedi

RickatRMDS

The idea (and basis of the software) is that you setup fetching/piping for the "rdms@" email so that user replies get fetched and put into their respective threads automatically.

Cheers.

RickatRMDS

That kind of makes sense. I'll make some email tweaks on my end.

KevinTheJedi

RickatRMDS

We have an email guide below that may be helpful:

https://docs.osticket.com/en/latest/Admin/Emails/Emails.html

Keep in mind that Microsoft deprecated Basic Authentication a while ago and Google is going through their rounds of deprecations as of January 2025. They are disabling Basic Authentication in batches so you may not be affected now but you will be very soon. Either way the remedy is to configure Modern Authentication (OAuth2). The relevant guides are linked within the email guide above.

Cheers.