Hello,
I wanted to reply back to the emails being sent about the ticket generated by replying to it. But when i tried replying, i don't see that reply in the ticket information when i open the portal and check the ticket status.
Could we get all the replies attached to the ticket information without opening the portal osTicket..?
Please do provide the solution. Any help would be appreciated.
Thank you!

Agent responses to ticket emails are logged as internal comments, not responses to the customer (User) that opened the ticket originally.

Thanks for the response
So, there's no way in which we can send the replies directly from emails and that replies will get attached to the ticket info?

Agent emailed replies are added to the ticket info.
They are just added as internal notes.
Internal notes are not sent to the User.

So the answer to your question is "Yes, you (Agents) can email replies to the ticket system".
No those replies to not go to the end user.

  • ivn replied to this.

    Okay
    Thank you for the response!

    a year later

    ntozier
    But why? Why can't agents reply to end users by email? What's the point of that? I can agree that somebody may not need such functionality, but for us its a pretty basic function. It would be great if you could implement such function and make it configurable. We would definitely enable all agents email replies as ticket replies, not internal notes.
    Thanks!

        Sorry, I do not understand your statement. Can you please give more detailed explanation?
        If an agent replies ticket from his email why cant we do that his reply would be considered as reply, not a note?

        @ivn

        Because anyone can fake an email and act like an agent. This is obviously a huge security issue which is why we avoid this completely.

        Cheers.

        ivn But why? Why can't agents reply to end users by email?

        That's the decision that the Devs made for security concerns for the product.

        ivn What's the point of that?

        I hate answering a question with a question but... I was in a meeting yesterday with some people from CheckPoint they told me their statistics indicate that some 85% of infections they see originate from email. Do you trust the emails coming into your ticket system? The Dev's do not.

            But it is not a problem of Helpdesk system, it's a mail server's job, isn't it? If it allow to fake an email address so easily, then you should configure mail server the right way.
            And also now if somebody fake agent's email address this email will be added to the system too, but as a note! Isn't it the same? That would be not good too. I do not see any big difference here (note or reply).

            And one more thing 🙂 Our company, for example, allows only internal mail for helpdesk system. We do not support external users. I think there are pretty much companies who use helpdesk system in this way. So for these companies there are no risk in fake agent replies.

            @ivn

            Users cannot see Internal Notes only Agents. So adding it as an Internal Note does not leak the email reply to the end User at all.

            Cheers.

            I understand that. But other agents see those notes. So lets suppose that someone faked an email of some senior administrator, for example. And wrote some note like: "Hi colleagues, please run this new script to update something on all users's computers! Do it as soon as possible! Bla-bla-bla....". And some junior admin will possibly run it! And this situation as even worse then you described! Don't you agree?
            I'm just trying to say, that osTicket's users (admins) are mostly know what they are doing and that it would be great to have an option to allow to reply on user's tickets by email.

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