I know that the IP is grabbed when a new ticket is opened through the web form, but I guess it's not grabbed every time a user adds a reply to the ticket.Agents and admins should see the IP inside the ticket detail view under "Source: Web (xxx.xxx.xxx.xxx)" near to the top of the ticket details view.To get the IP every time a users responses to a ticket, I guess you need to mod your osTicket installation.