Hello group, I am new to osTicket but not new to ticketing systems. What I will do first is explain my workflow then describe what is happening. My workflow is as follows:Internal team create a ticket for customer (manually)Reply to the customer through the internally created ticketCustomer replies to email to update ticketSystem emails update notice to support person assigned to the ticket and updates the caseWhat isn't happening is everything from step 3 and 4, initial ticket creation emails are sent out based on assignment. So the support person gets an email stating a new ticket has been assigned to them, they log in and send a reply to the customer. Customer gets the reply, but when they reply back, no information is updated in the system. All of the replies from the customer are hitting the email inbox though but the system isn't updating the ticket.I did make a change which I feel may cause the problem but 1) I am not sure if it is really causing the problem and 2) I am unsure how to correct it at this stage. I changed the email address being used to send cases out to customers, I wanted an email descriptive of who the email was coming from so I changed it from admin@ to support@. This worked on the outgoing emails and even the incoming, but the emails are just sitting in the support@ inbox and are not being picked up by the system to update the tickets.Any help/ideas or direction is appreciated.Best regards.
