Can Agents Reply to Tickets via Email?

Pietro_Aretino

Hey thats all I wanted to know.I did find this thread:http://forum.osticket.com/d/discussion//can-agent-directly-reply-to-client-via-emailIn it you wrote that when agents reply to a ticket via email, it inserts the reply as an internal note. Does this still hold true for version 1.10.1?I haven't been able to have my ticketing system behave in that manner. As of now, it is either generating a new ticket, or I'm getting a PHP error which I posted in this discussion:http://forum.osticket.com/d/discussion//php-error-when-replying-to-new-message-alert-email#latest

ntozier

Yes. If an agent responds to the latest email for a ticket (from osTicket) it updates the ticket as an Internal Note.

ntozier

Okay so after thought: I haven't actually tested this since I upgraded to 1.10.1, but it was in 1.10.

Pietro_Aretino

@[deleted] Ok, so if I'm an agent, and I REPLY to the email alert in my inbox in Outlook (for example) this won't append to the ticket and wont make an internal note.Everything must be done from WITHIN osTicket? Am I getting this right?Agent emailing from their email clients (Outlook, Thunderbird, Webmail etc.) is not on the table with osTicket.

ntozier

No.IF you are an agent and you get an email from osTicket and you reply it,,, it updates the ticket as an internal note. Internal notes are not sent to the owner of the ticket, as they are internal.Otherwise yes everything must be done from within osTicket. Unless you change the behavior of the paragraph above (which is possible and other people here on the forums have posted about doing).I rarely email the ticket system because I want my response to go to the User (client). So I log into osTicket and do it.

Pietro_Aretino

Understood. Thats actually perfect for what I want. Thank you Ntozier.Unfortunately the reply to the ticket seems broken on my part. Will need to troubleshoot the PHP error I am getting here:http://forum.osticket.com/d/discussion//php-error-when-replying-to-new-message-alert-email#latest

jjpl2001

HelloAs far as I tested today when an User replies to a Email Alert (As long as it have the same Subject) the email is automatically appended to the ticket.I will make further tests and confirm it better later because I have the email feture working since yesterday.Hope it helpsRegards

ddixan83

If you are an agent and then you reply to a ticket from your email client, the note will be attached as an internal note inside the ticket. Reply as a client will be posted on the ticket as normal.

billy

Unfortunately this is one of the downsides to OSTicket, one in fact one of a few that stopped us putting into a production inviroment.
My boss uses our current help desk and prefers to do it via his mailbox, and our current help desk lets us do that.
I understand it's for agent collision avoidance, but it would be nice to have the option to do it anyway.

kikibobar

billy Also got to this point now, installed everything and now figured out this is not possible. I really like osticket but lacking this feature is a deal braker for production.

Any updates on this? Will this feature be implemented in the future maybe?

ddixan83

well, confirmed, if you send an email to your support email address configured in the osticket system and you have the mailbox configured there, the osticket creates a new ticket 🙂 niceeee!!!

cartmega

thebravoman kikibobar ddixan83
Just FYI, you can now do away with your custom core file modifications and use this new plugin...

https://forum.osticket.com/d/98011-motherload-for-osticket-new-plugin-by-cartmega/14

Edited by Admin

ntozier

In the last decade that I have been running osTicket this comes up fairly often. Agents can reply to tickets via emails, but doing so posts to an Internal Note., and is not a response to the User (client) that opened the ticket. There are posts on github and here where people have figured out how to change this behavior for various different versions dating back to 1.6ST. If you would like this functionality you can always modify the core files yourself and add it. Search should point you in the direction of the other threads where this topic is discussed, and those should point you in the right direction as to how to achieve it.

I do not know if the devs intend to change this behavior in the future (or provide a toggle to change the behavior in the settings).

thebravoman

We are using os ticket in production. We have many departments and agents. We are a team in 10 cities. About 90 % of the people using osticket complain about this. This is just not the way our team members are used to work with basically anything. I once had a very unpleasant conversation with a team member about the problems he has and first thing he mentioned was “I cant reply through email in osticket”. We have tried with some custom solutions but as os ticket updates they are lost and there are problems. We kind of found other ways that are outside of osticket but every once in a while I think to myself ... “wouldn’t it be nice”

Would you accept to have this as an option that could be configured? Sorry if you’ve already discussed it somewhere. Please give me a link if that is so and you e already answered the question.

ntozier

thebravoman Would you accept to have this as an option that could be configured?

I would happily accept that as a configured option, but then I'm not a dev and not a gatekeeper of such things.

KevinTheJedi

@cartmega

Please refrain from cross posting. Post on your dedicated thread and link people to it if necessary. The forum gets flooded and messy when you post the same response on multiple threads.

Cheers.

ivn

People are asking about this problem for several years in different forum topics and still no reaction from developers. As I understand this problem has a very simple fix - we just need an option to add email replies as replies, not notes. That's all! All "code" is already written, we are not asking about some real new functionality in this case.
Of course we could do several modifications in source files manually, but as @thebravoman said these changes are lost after updates.

ntozier

I've decided that I have nothing nice to say in response to a post that reads to me like someone criticizing something that they got for and use for free. It's open source. You are free to modify and alter the product to suit your use case.