Email threading

mtjiran

I am not yet a user of osTicket, but everything seems to be perfect. Just one question though, our service department handles about 1000 contacts every day. These tickets which are created are subject to multiple contacts and contact persons. For instance:Customers emails a though questionI forward the question to an external expertCustomer calls for a status updateI receive an answer from external expertI send the answer to the customerSo, 3 different email addresses, 2 different e-mail subjects all beat with ticket ID in subject, 2 different channels.Is osTicket able to make every contact which are mentioned above to be merged into 1 ticket?Is osTicket able to use only e-mail on the customer side? I don't want our customer to have to log in somewhere.We have an IT department which are used working with PHP and SQL, so no problems there, little tweaks are no problem.

ntozier

Q: Is osTicket able to make every contact which are mentioned above to be merged into 1 ticket?A: Sure. Although staff (external or internal) which reply to a ticket via email will not send an alert to the customer. It will update the ticket with an internal note.Q: Is osTicket able to use only e-mail on the customer side? I don't want our customer to have to log in somewhere.A: Yes. But you can do a lot more customization of data elements if you let them log into the ui. Logging in really isn't necessary though.

mtjiran

If I understand correctly, one can not just use the ticket ID in the subject of the e-mail to contribute to the ticket. Instead one should actually reply to that particular e-mail to be contributing? I am looking for a way to let 3rd parties be involved just by using the ticket ID in the subject of the e-mail. If I understand correctly this is currently not possible? Could you please confirm?Furthermore I would like to know if I can actually merge tickets. I am drifting a bit of topic here, but I consider these as complementary questions.