osTicket Version v1.12 (a076918) — Up to date
Web Server Software Apache/2.4.29 (Ubuntu)
MySQL Version 10.1.40
PHP Version 7.2.19-0ubuntu0.18.04.1
email polling / fetching enabled
hi team, hope you are well.
i wanted to ask if there is any way to change the priority of an already created ticket from the client (user) side via email.
scenario : user sends email to one of the dedicated email addresses, does not select importance, ticket gets created with default priority. ticket is not actioned as fast as the client would like, so one of his managers intervenes and send a 'kind reminder' with high importance. unfortunately, the priority of the ticket remains default and does not increase.
is there any way of making this work? am i missing anything?
thanks in advance!