email notification/alerts when ticket updated via email response?

cloudhax

I have outbound emails working via cron normally, and inbound email fetching working. Let's say I have a ticket with a collaborator. When the customer, assigned agent or collaborator respond to the email that osTicket sends out about the new ticket, osTicket will pick up that reply and update the ticket with it. However no email alert notification is sent to the customer, asignee or collaborator. I went round and round with chatgpt trying to figure this out and digging through every setting but I can't get it working

KevinTheJedi

cloudhax

You might want to review the Alerts Guide here:

https://docs.osticket.com/en/latest/Guides/Alerts%20Guide.html

It goes over all the different alert settings for Users and Agents.

Cheers.

cloudhax

KevinTheJedi

thanks, I've gone over that documentation and I have email alerts working as I like, but ONLY if the ticket response is done via the osTicket UI. I was hoping to get it working such that if a customer or agent replies via email, then collaborators, assignee and customer would get the same ticket update email. Email fetching works, if customer assignee or collaborator replies via email then osTicket fetches the reply and updates the ticket, but does not send any alert to the associated parties that the ticket was updated

this is the part I can't figure out - why do alerts work when replies come in via the ticket web ui but not when they come in via email

KevinTheJedi

cloudhax

Post raw headers of an email that came in that didn’t send notification so I can see.

Cheers.