Reply via email issue

pcauley

Hey everyone,I just installed OSTicket and it was all going pretty smoothly until I started to test out some features. When a person creates a ticket - the IT team gets it. When we reply to it - the end user gets an email. Now here is the problem - when the end user replies to that email there is nothing added to the thread as it should do. I want to enable this feature so the end user can reply to an email and have that info added to the existing ticket. Instead it goes to the support email account.Again, to be clear - the Support team will work exclusively through OS Ticket. I am trying to make it easier for the end user to reply and give more information via email.Here are some details about my setup. I have it running on hostmonster and I am using piping (not IMAP/POP).I have an email alias set up through Hostmonster (which seems to be working).Any ideas?

JRogers

You didn't tell us enough about your setup. Please provide more details.AFTER you do that, I have some specific questions:Does your support team use the same email account as osTicket? In other words, to emails to support@yourcompany.com go to the team AND to osTicket?Do you have any evidence that osTicket is successfully getting the piped emails? You said "When a person creates a ticket"...but you didn't indicate if that was via the web or via email.When a person replies, is the reply addressed to the account that pipes to osTicket?Jack

ntozier

Please help us to help you by reading and following the posting

guidelines located in this thread: Please read before requesting assistance. The more information you give us the better we will be able to assist you. Thank you.JackRogers as pointed you in right direction though.