Hi,I'm currently using the following setup:osTicket Version - v1.8.1.1PHP version - 5.3.27I have setup email piping on my server so all emails to support@example.com return a ticket to both the staff member in charge and customer.I would like to know how exactly I can respond to the tickets via my email client, which is Apple Mail and it add my response to the ticket system. At present all my companies responses are via email so when we close the tickets it doesn't show and of the reply threads.Please also bare in mind that I have no experience setting up such system nor can i write any type of programming language. My company is a small startup and as such I am trying to do everything in house by myself.I would appreciate any help on this.Many thanks.

Your osTicket gets email via POP/IMAP or PIPE?You should be able to simply reply to the system generated email.

Its gets it via PIPE.The email generated by the system comes from my noreply email account, will that make any difference?I had read that previous versions had MODs that made the whole process automatic, i.e. when a staff member replies from the mail account, the ticket is automatically updated with the new thread. Unfortunately, the last posts said that these MODs do not work on the new version.

Yeah you will have to use a working email for the from instead of the no-reply.

7 days later

I have now setup three different departments, all with a core email address for the customer to email.These emails are not used by staff, they are just used to receive email enquiries so that OsTicket can register that a ticket has been opened.I have been testing by getting my staff to reply to their ticket and copy in the core email in the hope that this would add the reply to the ticket thread. For example the customer emails support@ and john@ (staff member) gets a ticket notification. Then john replies to the customer, whilst copying in support@, with the ticket number in the subject.Unfortunately, all that happens is that a new ticket is created, instead of the system understanding that this is a continuation of teh previous thread.Please can you advise how my staff can respond to the ticket via email, whilst the ticket still logs the responses in the original thread. Or if teh above should work, can you point me towards what settings might be preventing it from working.I really appreciate your help here, sorry for the long winded explanations....

Write a Reply...