Add reply to Emails to ticket thread

splatt

Okay, so I'm very new to osTicket and so far I'm loving it. It's actually one of the best I've come across so far.

One issue that's been bugging me all day is this:

When someone creates a ticket, say Bob, it gets added to the system. I then go to the osTicket SCP dashboard and answer Bob's query. osTicket sends an Email to Bob saying that "hey, there's a reply to your ticket". He hits reply and it gets sent to a no-reply@somesite.com.

Is there any way to just add Bob's reply to the ticket thread instead of it being sent somewhere?

peter

You need to route incoming emails to osTicket - instruction can be found on the wiki http://osticket.com/wiki/Email_Settings(http://osticket.com/wiki/Email_Settings)

Also, if you expect the user to reply then make sure outgoing email is sent from a valid email - not no-reply address.

boeroboy

Any revelation?

Hi I was just hoping for the same feature. The routing guide does not have specific instructions for how to do this. It sounds kind of tricky since users could potentially edit their subject line and take the ticket number out.

The test instance I just set up uses a real email to send new ticket notices, so every time a user replies, a new ticket is created - and ANOTHER autoresponse sent (until I turned off autoresponse).

This sounds like some customization is required. Has anybody done it?

Thanks

John

boeroboy

FYI I've found the following relevant thread:

http://osticket.com/forums/showthread.php?t=4246(http://osticket.com/forums/showthread.php?t=4246)