Hi, I have installed osTicket correctly with pipe setup and the "do not edit tag" enabled, but I found a problem in that the new reply message is appended together with the 'specifications' part of the original message (From, Sent etc). Hopefully someone here has a solution.
Example: When a client replies to a ticket via email:
Lets say the client replies to a ticket directly with content "123456789" AND has the original email content. (eg. by hitting "reply to" button in outlook express)
Then everything INCLUDING part of the original notification content will be stored in the system as follows:
123456789
From: support@domain.com
Sent: Wednesday, December 10, 2008 9 PM
To: abc@hotmail.com
Subject: Follow-up to your support request
The content is correctly stripped after the -- do not edit --, but not the top part of the original email.
Is it possible to just store the actual new email content in the ticket system?