Response by email - no notification to client and only an internal notice

walhallaJ

Hi,if an agent answers a ticket by email, his response only is an internal notice in the system (latest version 1.9.14) and the "customer" doesnt receive this answer by email, doesnt get any notification (auto-reply) that the ticket changed / he received an answer and cant see this answer in the system because it is an internal notice.I tried everything in the configuration but couldnt find any point to change this behavior? Need help or a hint to change this - get this working.Thanks for any idea / help!Walhalla

ntozier

That is correct. osTicket does not allow emails to updates clients. The Agent has to log into the UI to update the client. There is no way to change this behavior in the UI.There have been threads in the past where people have posted about how to change this, but it's been a while.

walhallaJ

Hi and thanks for the bad response. What a bad idea?! They write it on their homepage that you can manage tickets by email!? I think that it is very important that an agent can answer a ticket if he is out of the office. Where is the problem??? This should be possible ateast as an option!?Does anybody know a working ticketsystem with that important feature because its not worth spending more time with an incomplete system???Thanks for every idea/hint!Walhalla