I've just read in the changelog that since 1.7, staff can reply to tickets by email. However, it seems that only internal notes can be created. Is it possible that staff replies are inserted as replies to the customer instead of internal notes?Sorry for asking so much today. I'm learning a new world in 1.8 :)
I just asked the same question, and stumbled across your post now. I fully second this, answering by email so ticket gets updated AND customer receives the answer by email would be an amazing feature. In my case, I'm a lot on the road, so it would be great if I could just solve issues by mailing from my phone.
I'd like to try to make a plugin (or a regular mod in the code) for this myself. Could someone please tell me which php file gets the staff email reply and registers it as an internal note?
I got it! I still have to test if it doesn't break the collaborator system, but it does post staff email replies as responses instead of notes, and sends emails to owner and collaborators. Find attached a step-by-step explanation. It's really easy and it will leave your system in a status that you can easily revert :)@[deleted] admin: if you want to use this code for a future release, I'd be totally happy with it :) I think it's more logic this than posting emails as reponse.I'd like to edit the OP saying this has been solved, but I don't know how.
[postStaffEmailReplyAsResponseInsteadOfAsNote.txt](https://forum.osticket.com/assets/files/migrated/FileUpload/9f/3916a8a8e8025838a3bf13acd2083f.txt)
If you want you can easily go to github and fork the project and edit
the file(s) with your changes. Then submit a pull request to have the
code included. :) I've added a *SOLVED* to your thread title, and will close this thread for you.