I am seeing this unique issue since last few weeks. Not sure what has changed.

Here is how it goes -

  1. Client opens a ticket by logging into the osTicket self hosted support portal.
  2. We get the ticket notification on email and as as an agent we respond to the ticket from email itself.
  3. Now the problem starts. While the email is attached as a response to the original ticket on the agent view but the client view does not show that response at all.

I am perplexed, never had this issue before.

What can be the possible reason and fix?

We are on self hosted osTicket v1.8.3

    ankur
    That version is very old, current version is 1.10.4 you should upgrade it.

    What's your php, web server version?

      osTicket logs email responses from Agents as internal comments. Internal comments are not sent to the User (customer). And @ramrajone is correct your version is well past end of life.

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