I have changed the e-mail messages when a new ticket is created. This only works when a new ticket is created online on the ticket system by a user...

The same message is not returned to the user when they submit a ticket via e-mail. How can I get the same message returned when ticket is logged via e-mail?

Are you sure you un-checked the box in the Admin Panel on the tab Emails and then the specific emailaddress:

Auto Response: Disable autoresponse for this email. (Overwrite Dept setting)

Because when this is checked, no responses are sent.

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