Ticket Email Repsonses possible?

Daedalus01

So I just got email integration working with OS Ticket. I have a few questions as I know I probably do not have something set correctly.

CentOS 7
osTicket 1.14.2
Php 7.0.33
MySQL 5.5.65
Exchange Server 2010 SP3

Is it possible so that when Agents or Users reply to an update or new ticket submissions that it gets added to the ticket notes? I saw somewhere that they get added to Internal notes at least, but it seems like when we ( agents or users) reply to the Update /new message/ response from the agent that the email just goes nowhere.

We essentially have 5 main ticket topics /departments. ITDept, PhoneIssues, Pricing, Accounting, and Facilites. What I would essentially like to do is create aliases, Shared Email boxes ( We have Exchange onsite), or individual users to where we can email ITDept, PhoneIssues, Pricing,etc... @domain.com to create tickets. That part works. If I email PhoneIssues@domain.com it will create a ticket and gets routed to the correct department, but I would also like it to where If the end user got our initial response via email, that they could just hit reply and give us more information as is the typical case. Then if we get a response from them, that us as Agents could also just hit reply and update the ticket and end user.

Thanks,
David

KevinTheJedi

@Daedalus01

We do not support Agent responses threading through Tickets as actual Responses. If we can match things in the headers we will add it as an Internal Note, otherwise we will do nothing. We don't support email responses from Agents due to security concerns. We hope to eventually add this support but for now we do not.

Here is where we match the headers:

https://github.com/osTicket/osTicket/blob/develop/include/class.mailfetch.php#L873-L897

Here is where we set the thread-type for Internal Note (if Agent response):

https://github.com/osTicket/osTicket/blob/develop/include/class.thread.php#L526-L531

Here is where we post Internal Note:

https://github.com/osTicket/osTicket/blob/develop/include/class.thread.php#L607-L613

Cheers.