Agent by mail reply

HighTower

Hello,Is it possible to allow agent to reply to ticket by email, not only from web page?So, what I mean:- new ticket is opened by receiving new mail from user- all agents from departments are informed about it by mail - agent answer to this mail by email to support e-mail address- system receives mail and checks that this mail is from agent e-mail and subject has existing ticket number (or smth else) and put his answer to db and send it to user?what do you think?

ntozier

Thank you for the feedback. This has been asked for a bunch of times, and there are many threads here on the forums about this.

HighTower

sorry, didn't found it before posting...I've read last related thread and didn't get is it in plans or not? or already implemented partially some way?

Chefkeks

Oh yes, it heavily asked for ... so many times ... and somewhere I wrote down my idea. Summarized (again):Add a setting/option that an agent reply goes directly to the end user and is not taken as an internal note when a) the agent is assigned to that ticket and b) has set an option under his profile whether the reply shall be treated as internal note or reply to the end user. That would sure require some more checks and may also some more email templates (e.g. Your reply has been send to the end user), but I still think that would be the best approach - off by default, but agents can opt in if they want/need. In the other end I think that this might be history once osTicket gets a responsive (mobile) design) ;)