Hi there,I'm not sure if this is a problem or a feature suggestion, but I am using osTicket 1.9.4 and, on the whole, it works very well, no issues.However, we are using the Automated collaboration feature for some of our clients, and one of the primary contacts has complained that he doesn't receive notification of new tickets, only replies to existing ones.I've set up a test organisation myself, and it seems to be true for the test primary contacts I have loaded too.The clients says it makes it difficult to follow some threads from his inbox because he only receives replies and doesn't know what the original issue was - this forces him to log in and view the entire ticket thread - however it would be nicer if he could see everything in his inbox.Have I missed a setting or is this standard behaviour?Thank you, Ty 

I think thats default intended behavior... but I dont use a lot with collaborators.Check the Admin panel -> Settings -> Autoresponder to make sure that you have everything checked like you want.

12 days later

Thank you - unfortunately the autoresponder options only apply to internal messages, not ones that go to the primary contacts of the organisations we have set up in osTicket.If notification of both new tickets and replies is intended behaviour, I'm pretty sure the new ticket part isn't working...

Autoresponders are for communicating with clients (External).The only "New Ticket" autoresponders are for Ticket Owner.Primary Contacts are not the ticket owners. The ticket owner is the person that owns the ticket (ie the person that the ticket is open for or by).You can make all REPLIES go to these Primary Contacts by "Add to all tickets from this organization" in Organizations under the settings tab under Automated Collaboration.I do not believe that there is a way to tell anyone else externally (beyond who its opened by, assigned to) that there is a new ticket.

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