When replying to a ticket the user receives an email from:My Company <support@mycompany>Is it possible if Empoyee1 replies to the ticket to send an email from:Employee1 <support@mycompany>.If it is not possible are there any reasons not to open it as a feature request?
Also is it possible to do something very similar:-When replying to a ticket the user receives an email from:My Company <support@mycompany>Is it possible if Empoyee1 replies to the ticket to send an email from:Employee1 <Employee1@[deleted]>. i.e the email address of the person who is replying to the ticket.If it is not possible are there any reasons not to open it as a feature request?
Sending out replies as staff member will mean you'll need to fetch staff's personal INBOX to get subsequent replies for the end user.While I can see the rationale for such setup, I think the workflow doesn't make sense for a multi-user ticketing system. osTicket is built to get customer support out of shared/personal email inboxes.
Also you can inform the client of which staff is replying by enforcing staff to use their signatures.
OK @iancampbell would require using personal mailboxes. But just changing the name of the sender is what I have seen from sites I got support from.I would recommend this - I think it it makes much sence because in many cases talking personally to clients - as Emproyee1 <support@mycompany> is much more valuable than talking as MyCompany <support@mycompany>
Thanks for the reply.I can see the logic for not using personal email inboxes.However....here is my problem.1) If SupportStaff1 posts a reply to a ticket via email the email goes to the user with reply to support@mycompany.com2) The user inevitably replies to the email with follow up info3) The reply goes to inbox support@mycompany.com4) The support person 'SupportStaff1@myCompany.com' then has to trawl through the support@mycompany.com inbox to find replies to tickets that he is working on.What would be good is a drop down on the 'Post Reply' where you could select the reply-to address as the 'department' or the support user who is answering the ticket.I'm new to OSTicket so.....Maybe I'm missing something....?Sorry to hijack your thread, maybe I should open a separate one?
@[deleted] - I think you're missing a key osTicket feature! osTicket supports full email integration. The system can fetch emails from support@mycomapany.com inbox and track conversation within the ticket thread. Additionally you can alert the staff (e.g last respondent) of the replies from the user (See Admin Panel > Settings > Alerts & Notices).@[deleted] - That is an interesting idea - we'll put it on our todo list.
Thanks for the reply Peter, I'll look into that
