Hello
Is it possible to differentiate between do not email reply option and email reply in the ticket?
I want to know if the agent has responded to a customer with a mail or the message is saved like a draft in the system ?
Is there an option to realize this through the database or there is a way to state somewhere in the header of the draft message that this message is not sent to the customer?
Talking about this

Osticket version 1.10.4

  • RBGE replied to this.

    pwned Unfortunately osTicket 1.10.4 is no longer supported, so the information here may not be relevant (it's from 1.14.2). However, if you click the drop down arrow next to an agent's reply, you can select the option to view email recipients.
    If it's not in 1.10.4, then that's yet another reason to upgrade 🤓

      I'm not sure you understand me what I want to achieve.
      The thing is i want to know if the agent replied to the customer or choose Do not email reply and the message remain as draft in the system.
      The colours on both repies is orange and you cant differentiate if the agent replied on mail or choose do not email reply.

      • RBGE replied to this.

        pwned I do understand, and the point I'm making is you're using an unsupported version of osTicket. If you upgrade to a supported version, the option is there:

        Using this option you can see whether the agent replied to just the owner, the owner + collaborators, or nobody.

        Upgrading is incredibly easy - just take a backup of your existing site (hopefully not needed, but just in case), upload 1.14.2 over your existing installation, then log in as admin to upgrade the database 🤓

            Tested on 1.14.2 and it works as RBGE mention, there is a way to differentiate both options.
            Thank you for your response.
            Feel free to close the thread.

              ntozier changed the title to [resolved] Differentiate Do not email reply and email reply.
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