Default Alert Email is the email address that is used as the From when an alert is sent to Agents.Default System Email is the the address which outgoing (ie sent externally to clients/users) responses are sent.Departments can set its own email address will will override the default.in v1.9.3 -> Admin panel -> Staff -> Departments -> click on the department -> set Auto-Response Email.in v1.9.4 -> Admin panel -> Agents -> Departments -> click on the department -> set Outgoing Email.If you need to add more system email addresses you can do so at: Admin panel -> Emails.

I have the same problem, each department has its own email. The tickets are created successfully when a costumer sends an email to the department account, I use a scheduled task under windows to fetch them. The problem is the alert is sent to the agents using the default alert email under Settings -> Emails -> Default Alert Email, so the agent cannot just reply the email because the sender is incorrect this forces the agent to use the web interface. Because we are migrating from email support to a ticket system we find this disruptive.Thanks for your time.Server Information

osTicket Version

v1.9.3 (bba9ccc)

Server Software

Microsoft-IIS/7.5

PHP Version

5.3.28

MySQL Version

5.5.37

PHP Extensions

gdlib

Used for image manipulation and PDF printing

imap

Used for email fetching

xml

XML API

xml-dom

Used for HTML email processing

json

Improves performance creating and processing JSON

gettext

Improves performance for non US-English configurations

mbstring

Highly recommended for non western european language content

phar

Highly recommended for plugins and language packs

PHP Settings

cgi.fix_pathinfo =

1

"1" is recommended if AJAX is not working

osTicket doesn't care how replies to an existing ticket got into the system. If you want to route staff's replies then simply make sure you use fetched/piped email as the default alert email in Admin Panel > Settings > Emails.  Departments cannot override the alert email.

Sad thing. It would be nice to have that feature to keep informed more users or even distribution lists about the ticket. That way all the flow of a ticket could be kept just by using email. The lack of this feature forces the staff to use the web interface to make the first reply of a ticket. Please correct me if I'm wrong or if there is something I'm missing about the functionality of osticketThanks for your time

@[deleted] - perhaps you're talking about some other feature. Staff can indeed reply to ticket alerts, but it gets posted as internal note.