No ticket number sent to clients??

kdr2000

why os Ticket does not send email to a client when clients open new ticket,just admin get a new note ,how can i fix thatso clients can login with their email and ticket number.

pixel

Hello,

Me too, I have same problem and I don't find a solution.

Kelli

You have to enable it in admin panel > settings > autoresponders.

pixel

Yes, I have enable the autoresponse

New Ticket includes the ticket ID required to check status of the ticket is enable

New Ticket by Staff: Notice sent when staff creates a ticket on behalf of the user (Staff can disable) is disable

New Message: Message appended to an existing ticket confirmation is enable

My staff receive the email ticket xxxx is assigned to you but not my customer.

In the log /var/log/maillog, I can see only the address email of the staff, no email information of my customer.

Kelli

Make sure the global setting hasn't been overridden on the department level, or for the individual email address.

pixel

Hello,

My setup is as follows

panel > settings > autoresponders

New Ticket includes the ticket ID required to check status of the ticket is enable

New Ticket by Staff: Notice sent when staff creates a ticket on behalf of the user (Staff can disable) is disable

New Message: Message appended to an existing ticket confirmation is enable

On email setting

Disable autoresponse for this email = not activate

On department level

New Ticket: Enable

New Message: Enable

Always the same problem, only my staff receive an email. My customer don't receive the email.

scott74

Same problem here.. I did a test with two different emails. Created two different tickets with those emails and have not received anything..

I do receive that someone created a ticket but the person filling out the ticket does not receive anything

root-1

I got exactly the same Problem, I want to use the php automailer function, but I dont recieve any email with the Ticketnumber, I tryed it with diffrent mail from diffrent mail hosters.

Please get us a solution for this problem.

And yes I activated all in the Settings to recieve mails.

pixel

I think that the problem is due to misunderstanding of how osticket works.

It seems that the template “Support Ticket Opened ” from new ticket autoresponse is only send to the client/customer when it’s the customer which open the ticket from interface xxxxx/index.php and not when it’s the staff which open a ticket from interface xxxx/scp/login.php

I don’t know if this functioning is correct but to bypass this problem I do this following thing.

I enabled the function “New Ticket by Staff” and “New Message” in Settings/Global Setting

In email template I have copied all text (subject and Message Body) from “User/New Ticket Autoresponse” to” New Ticket Notice”

Now, when my staff open a ticket my customer receive the email with the subject “Support Ticket Opened ”

I hope this answer will help you.

root-1

I think that the problem is due to misunderstanding of how osticket works.
It seems that the template “Support Ticket Opened ” from new ticket autoresponse is only send to the client/customer when it’s the customer which open the ticket from interface xxxxx/index.php and not when it’s the staff which open a ticket from interface xxxx/scp/login.php
I don’t know if this functioning is correct but to bypass this problem I do this following thing.
I enabled the function “New Ticket by Staff” and “New Message” in Settings/Global Setting
In email template I have copied all text (subject and Message Body) from “User/New Ticket Autoresponse” to” New Ticket Notice”
Now, when my staff open a ticket my customer receive the email with the subject “Support Ticket Opened ”
I hope this answer will help you.

This makes no sense, cause the customer should open a Ticket and not the staff ...

pixel

If it's the case, I did not quite understood how osticket works.

How to assign a ticket to a staff if it's the cusctomer which open a ticket?

I want to have the following thing.

The customer cannot open directly a ticket, the customer send an email to the hotline, when the staff receive the request of the customer, a ticket is open by the staff and assigned to a specific technician and the customer receive a confirmation by email with a ticket number.

With osticket I cannot work like that?

thisguy

You just have to turn it on in the settings if you want osTicket to email the customer when a staff member opens a ticket on their behalf. Login to the admin panel, then go to the Settings tab and scroll down to the Autoresponders (Global Settings) section. Check the box to enable New Ticket by Staff. This will send an email to the customer when the staff opens a ticket for them, and also adds a checkbox to the staff's New Ticket page so they can disable that email if they need to for some reason for a particular ticket.

Then just make sure your staff member is putting the customer's email address into the ticket, and not their own.

root-1

Changes nothing, no email is sent, even if the staff opens one ...

thisguy

It works fine in my 1.6ST install. Do you get ANY emails from the system? I'm leaning towards an issue with the mail setup for you. I'm routing my messages through SMTP on an Exchange server. I see you're trying to use PHP mail(), and I really know nothing about mail(), but I'm going to take a guess and say that's what you should focus on to resolve your problem.