Hi,osTicket v1.10-rc.2 (231f11e) running on linux.We are replying to the tickets via emails but all the emails are send to the collaborators and the user don't receive the reply.Process:User sends an email and a new ticket is open.All staff members receive a ticket withe the problem.If a staff member sends a reply to the email it appears as a continuation of the ticket but only members receive the reply. We are trying to reply to the user via ticket and the user should receive the reply.Is there some configuration that we can change to reply to the user?Thanks.
Agent email replies are not sent to the user. They are logged as internal notes. This is by design.Also 1.10rc2 is a Release Candidate and should not be run in a production environment.
Hi,We know that this is Release Candidate, but we trying some of the ticket systems.This is our favorite, but this feature is very important to us.Do you plan to include this?Thanks.
Q: Do you plan to include this?A: I am not a dev so I cannot say definitively if it is going to be included in the future, but for now it is 100% not going to be in the 1.10 stable release when it occurs.
Hi,Yes, in some cases is easy to just reply by email to continue ticket. For instance after hours and for support that do not need any direct intervention you just reply with a solution by email and all the emails will be on the ticket.Thanks.
