not sure if this is normal, or something I missedWhen Agent receives an alert or posted a comment by user and Agent reply via email, it posted on the Agent side, but a user does not get it on their email or see on the ticket if Agent reply via portal everything works fine.It looks like it posts as an Internal note.  If user reply via email or via portal everything works fine.Server InformationosTicket Version v1.10.1 (9ae093d) —  Up to dateWeb Server Software ApacheMySQL Version 5.7.23PHP Version 7.0.30-0ubuntu0.16.04.1

When Agents reply via email it is posted as an internal note and Users do not get internal notes.

People have been asking for agent responses via email to update the ticket, or the ability to toggle that behavior but so far no dice.

4 years later

This thread may be a little old but still may help someone find a solution to this problem.

There is a plugin called 'Agent ticket-reply via email' for osTicket Motherload that is designed to do just that.
It allows agents to reply to tickets and can even auto-assign the ticket to the first agent that replies via email.

The plugin is free (but requires Motherload) and you can download it from the Motherload product page here:
https://www.cartmega.com/motherload-for-osticket.html

Benefits:

  1. Automatically assign the ticket to the first agent that replies via email (if option is enabled)! 👍
  2. Agents & customers able to communicate seamlessly via email without ever logging in to osTicket! 👍
  3. Never have to manually edit your class files again because you upgraded osTicket! 👍
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