How to view replies by operators

davideakc

Hi, I'm using the latest version of osTicket (1.9.12).When an operator replies to a ticket, it goes automatically on the "Answered" section, and it's fine.If another operator replies to that ticket, it remains on "Answered", but how can the first operator know if there's a reply from another operator?Is there a way to move again the ticket on "Open" queue after the second reply of the operator, or point out in some way like by moving it at the top the ticket on "Answered" queue?

Chefkeks

You just need to enable the "New Internal Activity Alert" for Assigned Agent / Team ;)(Only thing is that you need then to assure the ticket is (auto-)assigned to the first agent).Admin Panel > Settings > Alerts & Notices > New Internal Activity AlertThe first agent btw. will then get an email with the reply of the first user and so shall know that the second agent replied on the ticket too.Cheers,Michael

davideakc

What if I use the option "Last who replied" there?How this will work?

Chefkeks

Guess this shall work also - cannot exactly confirm (and haven't tested), but from my understanding this should work too.

davideakc

It didn't send any email when we (operators) posts internal note...

Chefkeks

Did you try with the "Assigned Agent / Team" option and assigned a ticket to the first agent and the second agent then wrote a reply?This should work definitely since we have this option selected/enabled and I can confirm it works great. Maybe the "Last Respondent" option does work only under certain circumstances or it's a bug and it does not work. So in first step I'd try with the assignment and see if that works.

ntozier

osTicket does not have a concept of "operator". He means Agents, or staff."If

another operator replies to that ticket, it remains on "Answered", but

how can the first operator know if there's a reply from another

operator?"They get a new message email if you have it turned on.

davideakc

The agents talk themselves via internal notes...It would be great if the last agent who posts an internal note receives an email with the last internal notes...But activating the "Last Respondent " does not change anything (no email sent)

ntozier

"The agents talk themselves via internal notes..."This is not necessary true. Where I work we rarely every use internal notes except to note something that the client doesn't necessarily need to know. We talk to each other every step of the way by using replies which also updates the client.internal notes are internal notes... they are not responses. So Last Respondent would not generate an email to them as its not a reply.

davideakc

"internal notes are internal notes... they are not responses. So Last Respondent would not generate an email to them as its not a reply."So why this option exists?http://prntscr.com/8wo6i1What is it's function?

ntozier

So that when someone (Agent) posts a reply you can generate an email to the last respondent (replier).

davideakc

Oh, so we are speaking about posting a reply, not an internal note, right?

ntozier

Yes.

davideakc

Oh, ok, understood, thanks.You can close this thread.