I know that there is option to create a new ticket on customer behalf creating the first entry of "message" type
What I need is almost the same but without creating a new ticket, I need to add a message (not reply) to an existing ticket as if it was sent (e-mailed or written) by a customer.
Currently, I found one possibility - write a reply and then hack (mod) class.thread_actions.php and thread-entry-edit.tmpl.php adding "poster" field to 'Edit Thread Entry' form. But I am wondering if there is a "hack-free" solution (plugin maybe?).

(Why I need this: as I wrote in another discussion, customers like to hit "reply" buttons in their mail clients and write something like "btw, regarding another my problem which we discussed two weeks ago...". So I want to move a customer's message to the appropriate ticket
I understand that I need to change entry->type from 'R' to 'M' and probably adjust other fields)

This is not a feature in osTicket at this time.

We handle this here where I work by having an agent copy and past the email they sent into the ticket.

You can either used a canned response saying something like:
"updating this ticket with customers emailed response."
Or not sending the response.

Thank you ntozier for your answer,
I'll try to mod class.thread_actions.php and thread-entry-edit.tmpl.php... ?

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