Link a new mail to an existing ticket

gidehault

Hi, (and thanks for this awesome tool !)Sometimes, my clients are using isolate mails instead of replying to a mail linked to the ticket involvedis this a way to forward this isolated mail to include it into my ticket ? I try to include the ticket id in the subject, but it doesn't seems to workThanks in advance :)

Chefkeks

Unfortunately this is currently not possible. But this problem of merging / splitting tickets has been mentioned several times and as far as I know it's planned and will come to osTicket in the future (no ETA when it will come). For now, you can just copy over the reply to the existing ticket and close the new ticket that has been generated by the new mail.

gidehault

Thanks for your answer.However, this is not exactly what I mean : merging tickets will be great, but, in this example, I wanted to include an isolated mail (i.e. a mail sent to my personal inbox, not to osTicket) into an existing ticketanother example : I have several documents I want to include to a ticket, I dont have a web access to osTicket or I don't want to connect to it (when I'm on my mobile phone for example), I just have to send a mail to osTicket, mentioning ticketID in the subject, and boom, the mail and document would be included into the ticket

ntozier

You can go into the web interface and add the person as a collaborator. CCing when open the ticket will also add the person as a collaborator.osTicket does not send email generated updates from staff to the end user of the ticket.