Can ticket submitter be copied on staff's email based reply to ticket?

jwhit3

I am a first time user and just recently installed osTicket 1.8.1.2. One of the things we wanted to do with osTicket is to give the ability for a staff member to reply by email to a new/existing ticket notification and have that message get append to the ticket and the ticket submitter notified.As far as I can tell staff ticket replies get appended as internal comments so I don't think the submitter would ever see it.Is there a setting to either - force staff emails to as ticket replies instead of internal comments?- or copy the ticket submitter on internal comments (sounds like a bad idea)I can understand by default where staff reply by email would appear as a internal comment but in our case we would just prefer to have it notify the customer as well

jwhit3

Nothing but crickets in response to this post. Certainly someone else has figured out a way to force staff responses via email to get forwarded to the ticket submitter?

asuweb

Also interested in this. Seems to be a well needed function - there was a mod for 1.7.0 to do this, I'm surprised it wasn't incorporated into this new release.

farmersWPSD

I'm interested in this as well. I almost stayed at 1.7.x just because it was working there.

asuweb

I've just downgraded to 1.7.0 to get this functionality.

jwhit3

Asuweb, that's a shame you had to downgrade to 1.7.0 to use the mods for staff ticket replies, I would consider doing the same but I already have a mostly working system with the ability to post tickets using json api so I don't know if want to chance breaking anything. Hopefully the people who did the mods on earlier versions will need to upgrade and post new instructions on how to do it. I am considering looking over the work on previous versions and see how much would have to be changed to make it work on the current version but I don't have a lot of time right now to devote to it. My staff members are all developers so they love the idea of not having to login to a system to manage support tickets, unfortunately they are all c# developers so they aren't interested in tearing apart someone else's php code :<)..