I just installed this software package to try it out. It seems to work brilliant.
But his was what I noticed.
- someone creates a ticket online
- a confirmation gets send to his e-mail box (example@gmail.com)
- he replies to the e-mail (with "replyto" whatever@xxxx.com) (since he set that up in this gmail)
- and in osTicket a new ticket gets created though the header mentions the same
I would have expected that this would be attached to the original ticket. But maybe this is by design?
Can I somewhere make a response message only look for the in the header and exclude the e-mail sender? / only use the latest sender? Hmmm... probably that is where the problem is...
So if I understand the logic is that if a reply gets answered by another e-mail then it would be difficult to determine the reply e-mail address because now you would have 2 e-mail addreses to log against a ticket?
Is this the reason it behaves like this? (I'm really not sure if there is something to configure for this since I only installed it a few hours ago)
So... IF (this is by design) AND (not possible to have multiple e-mails) THEN (I need to post this in the requested new features) OR (make a change myself and post this in the MOD section of the forum)
?
