- Edited
Question about osTicket in general.Has it been developed with only replying and managing tickets internally in mind?I'm trying to figure out how an Agent, could if they wanted too, reply to end-user tickets via their email client.But it doesn't seem to give any available option to do so, as all the email alerts are simply alerts, with a link telling them to login.I tried copying a ticket number like and inserting it into a subject line and emailing it in hopes that the email would append itself to that ticket, but it did not, it simply generated a new ticket.How does osTicket determine whether an incoming email is part of an existing ticket thread?Are there any guide-lines for Agents emailing INTO the ticket system to reply to end-user tickets?Or is this simply not how osTicket is built and meant to be used?Thanks