Ticket Response/Reply

rjohnson90517

Hi All

I do hope that you can help. I do have a good bit of experence with ticket systems, but none with OSTicket. :)

I am not sure if this is a function of OSTicket or not. Most ticket systems when a ticket is opened by a client/customer the staff gets notified and when the staff responds to the ticket the client is notified via email of the response.

Now the question! Does OSTicket send this email response? The setup I have on my server is not doing this. If this is a feature then how do I turn it on?

Thanks for any and all help!!!

Kelli

You can turn on auto-responders and alerts in admin panel > settings. You'll need to configure outgoing mail.

http://osticket.com/wiki/Email_Settings#Outgoing_Emails(http://osticket.com/wiki/Email_Settings#Outgoing_Emails)

rjohnson90517

I do get emails notifying me that there is a new ticket in my admin email account and the client/customer gets and email that a ticket has been opened.

So that means that the email is working correct?

Is there a certain option that I need to turn on to for the client/customer to get an email that the ticket has been updated?

Kelli

It's the new message autoresponder.

rjohnson90517

Sorry I don't understand what you are saying! What new Responder?

appsol

Sorry I don't understand what you are saying! What new Responder?

Admin Panel

Preferences

Auto Responders (Global Settings)

New Message Enable

rjohnson90517

Ok I made those changes to the settings.

I am getting an error.

Sun, Dec 12 2010 12 SMTP Error

Unable to email via mail.inationalcalls.com

Failed to set sender: admin@inationalcalls.com

99.98.232.186

BTW I am hosted by HostGator I know from the Knowledgebase that they have some issues with OS Ticket.

where do I go from here?? :)

appsol

Just a guess but the in the error message may indicate that error is being generated because SMTP port 25 is blocked to prevent spam relaying. A commonly used alternate is 26, and a quick glance at the support pages for HostGator seems to indicate they support that alternate.