Hi,
I have a strange problem that may be a bug, so I thought I would post here to try and verify.
Currently, regular email alerts are working correctly on all new tickets, replies, etc. The problem I have found is that if a user re-forwards a ticket they submitted by email, no email alert will be generated to them or the agent. The email will be appended to the previous open ticket correctly though, as the system is smart enough to realize it is already an open ticket.
Example Scenario - User sends a ticket for assistance to support@mydomain.com. Email alert is sent to user and agent. The user then wants to add some additional information, so he/she forwards the original email back to support@mydomain.com with the new information. Neither party receives an email notification.
Anyone able to verify this, or shed some lighting on the cause?
