Hi, I am new to osticketing. I set up and it works fine in fetching emails. But my question is how to configure it to send reply to the client directly via email. ie when a ticket is created the agent will get an notification. By replying that mail the mail will send to the client . How is it done. Please help. Thanks.
What part of the documentation is unclear on this subject? Do you have a specific question?Jack
OsTicket will create an internal note when an agent is replying to the alert / notification mail. This is part of the osTicket concept -> use the web interface to reply to the end user.
The reason for this behavior is simple: When multiple agents receive the alert / notification mail and every agent would reply to this message, the end user would receive a lot of different replies from different agents which would may confuse the end user and/or is leading to chaos. To avoid this, the agents should always use the web interface to reply to the end user, so that the other agents see what was already written back to the end user and don't reply to the end user again and again even though there was already a reply from a different agent.
My question is that can an agent directly reply for the clients query from mail. ie. the agent got notification to his Gmail when a ticket is created. So is it possible to reply directly from the gmail to the client and also it get updated in the osticket.
No.As @[deleted] has already explained "OsTicket will create an internal note when an agent is replying to the alert / notification mail."
