customer responds to email

ais

Hello and thank you in advance for your help. I just installed 1.9 and have it pretty well figured out except... -customer fills out support ticket.-I get alert on my email. I log into OS ticket and post reply.- customer then gets email with my reply.-customer reply's to my email (directly, not using OS Ticket GUI) about more details about the situation (I want the email reply from customer via email to enter his response automatically into the ticket for tracking reasons) I;m guessing there is a way to do this but not sure how. Thanks again for your help. This looks to be a great ticket system. My thank you for the person/group who made this. Bryan

JRogers

First, 1.9 is pretty old. You need to be on 1.9.5.1.-customer reply's to my email (directly, not using OS Ticket GUI)

I don't understand why the customer got a reply from your email address. Does osTicket use your email address? If so, that may be a problem. But even so, osTicket should be fetching that reply and adding it to the ticket.Do you have email fetching set up?You really need to help us with some info. Please seePlease read before requesting assistanceThen reply with the info that is requested.Jack

ntozier

I understand that there was a bug in one of the early 1.9 releases that made it so that some times the wrong name was displayed. I also understand its since been fixed.

ais

Hello Jack. Thank you for the response. Sorry for the confusion, as i do have 1.9.5.1 I don't have email fetching setup so guessing that is my problem and did not understand the reason for the fetching, but makes sense now.. I will read up on the post that you attached. Thank you again!

Chefkeks

Additionally some wiki articles you should check out regarding email setup:http://osticket.com/wiki/Email_settingshttp://osticket.com/wiki/POP3/IMAP_Setting_Guidehttp://osticket.com/wiki/Email_Piping

ais

Thank you chefkeks! I will look at those. Thank you for your time!