Hi all,
It's the first time that i write on this forum.
I've set up OSTicket for our company on a NAS synology.
Pretty much everythings is working but i' ve a problem:
I tell you what's happening step by step
1)On our company site, for our clients there is a support-form (no osticket form) that create an email
2)that form is sent to the main osticket email obviusly... every minutes OSTicket read the emails and creates the tickets
3)When the ticket is made, the system sends an email to the client to alert him that "A request for support has been created and assigned #ticket_numer"
In the signature of this email it's written by default, as you know: "If you wish to provide additional comments or information regarding the issue, please reply to this email or login to your account for a complete archive of your support requests."
4)Here is my problem:
If the client replyes to this email to provide additional informations, OSTicket doesn't recognize the answer of the client to his ticket, so the message dosn't appear in the ticket thread.
BUT
3.5)If the client doesn't replyes to the "new ticket aler email" and our agent replyes first to the ticket, the "agent reply alert email" will be send to the client
NOW if the client replyes to this email, OSTicket recognizes the client answer!
As you can see all the emails have the same email title in fact Gmail groups them in the same thread .
OSTicket thread:
I hope that you can understand my problem
otherwise i'll try my best to explain it better
thanks
