Hi,I am using osTicket version 1.9.12. I have configured the system to fetch mails using IMAP. The email server is Exchange 2013.It works fine, but I have a problem. When a user replies to an email, the system registers the reply and sends an email to the agent but, when the agent replies to the email, the application registers the reply but it doesn't send an email to the user.I would like to know if it possible to configure the system to send emails to the users allways, regardless the source of the comment: application or email.Thanks and regards

Please explain exactly the issue your having...   What email to the end user is missing?No Notification EmailNo Response EmailBoth are missingFor the department in question, is the email address the same or different than the system email?  (Have you tested outgoing email on both of them?)

@[deleted] You are correct.  Agent replies via email get logged as Internal Notes.  Internal notes are not sent to the user.  This is the way osTicket works.  There are people who have asked that this be different, and there are threads on the forums that talk about how to get it to be different.Please help us to help you by reading and following the posting guidelines located in this thread: Please read before requesting assistance.  The more information you give us the better we will be able to assist you. Thank you.

@[deleted] thanks for your help. Knowing that this is the default behaviour of osTicket helps me a lot. BTW, I have searched in the forums but haven't found the threads that you mention. I will search for them again.Is there any possibility to send the internal notes to the agent assigned to the ticket?Cheers!

There is this:https://github.com/osTicket/osTicket/issues/2242#issuecomment-198043465Q: Is there any possibility to send the internal notes to the agent assigned to the ticket?A: see below:Admin panel -> Settings -> Alerts and Notices -> New Internal Activity Alert: check Assigned Agent / Team

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