As already requested 4 years ago, I'm wondering if there's a way to permanently subscribe to a ticket and get email updates upon new activities. This feature doesn't seem to exist other than by adding "collaborators" when sending an external message; for our usecase though, we only have Internal Messages enabled.Implementing a new button would be too complex, I thought about re-programming the Last Respondent functionality of New Internal Activity Alert/New Message Alert. The desired behavior would send an update to everyone who has responded to a ticket and thus subscribed to it.The file /includes/class.tickets.php function getLastRespondent() line 753 is responsible for returning only the VERY last respondent, how ever I couldn't figure out how to reprogram it to return *all* of the last respondents in a list that can be used for the mailing function. Any ideas / pointers?edit: Ok, first we gotta fix the alert for LastRespondent new activity. It doesn't seem to work at all, therefore any mods don't work either. I think changing the ->first() to ->all() and removing the ->limit(1) will do the trick then.

I was told that agent subscription to tickets was coming some time ago (aka years ago, before Jared left the project).  I have not heard anything about it since he left.  I will inquire if this is still on the roadmap for you.Other than that, I'm not aware of anyone else developing a mod or plugin that emulates this type of feature.  We use collaborators to get around this limitation in our two production servers.

Follow up: I am told that this is still on the roadmap.

a year later

Hi there!
We recently concluded that we'd like to use osTicket (currently v1.11 but switch to 1.12) for our company but we miss this very feature to allow multiple agents to 'subscribe' to a ticket and e.g. profit from the "New Ticket Activity"-emailing feature.
We would have like to some customer ticket over which agents can internally communicate with each other via Internal Notes and be updated via email (or maybe even by any other indicator) that activity i.e. Internal Notes etc. has happened.

  • Have we overlooked some way to accomplish this?
  • Is "subscription to tickets " still on the roadmap? (as far as I know, there is no public one)
  • I even think about changing the ->first() to ->all() as suggested in post 1, if that could help us out in the meantime.

Thanks & cheers!

6 days later

@ntozier, is there any chance you could shed some light on this topic?
Any help would greatly be appreciated. ?

4 years later
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