[resolved] Mail Integration Post reply / Post Internal Note

skychef380

Hi all,

i finished the setup of mail integration by fetching Emails via Imap into osticket.

It works fine to send mails to the ticket system as as communication with supported user in cc to the ticket system.
But iam not sure how to choose to write it into the ticket system as "Post reply" or as "Post internal note".
Is there any special code or adressing within an mail we have to send to the ticket system?

Thanks 🙂

ntozier

Emailed Responses by Agents are logged as internal notes.

skychef380

Hi ntozier,

ok i will try this, maybe i have seen it wrong, but then the other option or question would be how to just "Post reply" as Agent via Mail to the customer and sending/wrting it too to Ticket System?

How does the system knows that the agent is writing and using internal note?
Just because of sending from the agents mail adress?
This could be faked, for security reasons a problem?

ntozier

skychef380 question would be how to just "Post reply" as Agent via Mail to the customer and sending/wrting it too to Ticket System?

You cannot. This is not a feature in osTicket at this time. Agent responses are Internal Notes.

skychef380

ntozier

Update:
I checked it now again.

We have "Post reply" which is coloured orange if i use it, this posted message will be send to the user
and can be seen by the user in the View Ticket Thread.

The we have "Post Internal Note" which is couloured yellow if i use it, this posted message wont be send to the
user and cant be seen by the user in the View Ticket Thread.

So far it works fine!

Then i have the option to "send an E-Mail" to the Ticket system, which is coloured blue if i use it from user,
this posted message wont be send to the user, but it can be seen by the user in the View Ticket Thread.

If i send via an agent mail adress it is an internal post.

At my first try i was no matter if i reply from an registered LDAP Agent E-Mail Address or from an external User E-Mail Address to the ticketsysten by mail, it is always coloured blue and can be seen by the user.

So for now it is ok, if it works like this, nur sure why it wasnt working before...

Thanks ntozier!

ntozier

Agents logging into the UI can reply via Post Reply (which sends an email to the User that owns the ticket) or via Internal Note (which does not send an email to the User that owns the ticket).

Users (and Users that are Collaborators) can email responses to the ticket and it updates the ticket and send notifications you have configured.

Agents can email responses to the ticket and posts as internal notes.

skychef380

ntozier

Perfect, thank you to get that cleared :-)

ntozier

Very welcome. Shall I mark this thread as resolved and close it?

skychef380

ntozier

Yes it can be closed!