Internal notes

daishobisho

Hello,
is it possible to have either:

whenever one user of an organization replies to a ticket via mail, add that message as internal note instead of a standard reply
set a custom "receiving email address" to only post messages as internal notes instead of adding them as standard replies
Have every operator's email reply as internal notes

We are facing problem having some of our company member using ostickets and others CC'ed to emails.
The second ones are often the sales team and what they write inside the ticket shouldn't be sent to the customer.

Thanks,
Fabio

ntozier

daishobisho whenever one user of an organization replies to a ticket via mail, add that message as internal note instead of a standard reply

No. Only Agents can make internal notes.

daishobisho set a custom "receiving email address" to only post messages as internal notes instead of adding them as standard replies

No this is not a feature in osTicket.

daishobisho Have every operator's email reply as internal notes

If by "Operators" if you mean Agents, then yes. Agent responses to a ticket sent via email are entered into the ticket as an internal note.

daishobisho

ntozier thanks for the quick reply.
In each one of the 3 options i was referring to agents reply.

Anyway:
1) ok thanks
2) ok, too bad that would have solved so many problems
3) I've tried to, but when the agent is To'ed (a mail with multiple addresses in "To") and he replies to a ticket which is in another dept. it appends a new "standard reply" is issued instead of an internal note.
Am I missing something here?

ntozier

Is the Agent listed as a Collaborator? If that is the case then they are not responding as an Agent they are responding using a User account.

daishobisho

ntozier That's probably what happens since they've been automatically added as collaborators by getting CC'ed or To'ed.
I just tried to remove one user from the ticket collaborators, then uses the email associated to that user to reply (Via email).
It still popped up as "standard reply" instead of an internal note.