Responding to a Ticket

mig2000

I am a new user. So far everything is working fine except one thing. When a user sends a ticket to my support@domain.com , a ticket gets generate and an Email gets sends out to the user and to the technician. When the technician responds to the user using the online OSticket center, the email goes again to the user. The problem is when the user needs to respond back for some questions that the technician is asking for, the Emails are not getting back. I know when the ticket is going out the FROM is from no-respond@ but I need the user to be able to communicate with the technician back and forth on the same Email ticket. Please advice what I need to do to make this happen.

Thanks

masino_sinaga

You can change this "no-respond email" with your valid email address from Admin Panel -> Settings -> Preferences -> No Reply Email Address: directive. Is that what you want?

Best regards,

Masino Sinaga

mig2000

Once the client has created a ticket and a copy has been sent to me, I like to be able to use my Emails to respond to the client directly and have all my responses to be part of the ticket. In other Ticketing system, the ticket number is always in the subject line and all Email responds goes with the same ticket number. If someone sends an Email to support@mydomaincom, a ticket gets created and I do get a copy as well. So, instead of my logging into the OSticket system and respond online to the ticket, I like to be able to respond to the client directly using the Email ticket that was sent to me. I hope I am not confusing you.

Thanks

Alex

masino_sinaga

Ouw, I see.

Unfortunately, this has not supported in osTicket System, yet.

Is that right, Peter or Corey? Correct me if I am wrong. Thanks.

Best regards,

Masino Sinaga

mig2000

All I want to do is to be able to have either the staff or the user to respond to the same ticket using a regular Email. Keep in mind that support@mydomain.com automatically generates a ticket. If they keep responding back and forth on the same email address, multiple tickets keeps getting generated.

Ron Chandy

Pipe it ?

Hi.

I am new to os ticket as well. But I think piping of emails is what you are talking about.

I tried pipeing but it does not work for me. May be I do not know how to setup piping of email properly.

Give it a try. and post back

Ron