@ntozier Thank you. I am looking into code modifications as an option.

But can you explain me what this filter does? I used a Filter Rule: Reply-To Email -> Equal -> support@my-domain.tld and two Filter Actions to change the ticket status and send me an email. None of the two actions worked. I expected this filter to work. Have I misunderstood something?

Another question I have (maybe not related) is the following. When I reply to a New Message Alert email, my reply becomes a Note in the ticket but when I reply to any other email alert (Assignment or Overdue for example), then a new ticket is created. Is this normal behaviour?

ntozier Ticket Filters only fire at Ticket Creation.

Ooops I missed that in the documentation.. Sorry. ️

ntozier I did reply to the latest and only email from osticket.
1) A user opened a new ticket from the web interface.
2) The ticket was assigned to an agent according to the Help Topic options.
3) This agent received a New Assignment Alert email.
4) This agent replied to this email.
5) A new ticket was created.

The following screenshots show a new ticket creation and what happens when the assigned agent replies to the "Ticket Assigned to you" email:

The following show what happens when the assigned agent replies to the "New Message Alert" email:

In the first case a new ticket is created (probaly a bug?), and in the second case a Note is created as expected.

ntozier One last question. What do you suggest me to do to achieve something as close as possible to what I want?
I want somehow the assigned agents to not have to login to the web platform. Ideally I would like them to receive and close the ticket by email.

As a last resort, I am thinking of making a script to read the new emails and close the ticket by changing the status_id on the db.

kapcom01 As a last resort, I am thinking of making a script to read the new emails and close the ticket by changing the status_id on the db.

I just want to report that I did make that script. It is not tested in production yet, but with test tickets works fine.

On Debian server:
apt install fdm procmail

create file /root/reply-close-script/fdm.conf:

set lock-file "/root/reply-close-script/fdm.lock"
set queue-high 1

action "osticket-close" {
        mbox "/root/reply-close-script/INBOX.backup"
        write "/root/reply-close-script/mail.tmp"
        exec "/root/reply-close-script/reply-close.sh >> /root/reply-close-script/reply-close.log"
        exec "rm /root/reply-close-script/mail.tmp"
}

account "osticket@mydomain.com" imaps server "mail.mydomain.com"
        user "osticket@mydomain.com" pass "mypassword" new-only keep

match all action "osticket-close"

create file /root/reply-close-script/reply-close.sh:

#!/bin/bash

exit_code=1
dbname="osTicket"
mariadbconf="/root/reply-close-script/mariadb.conf"
mailfile="/root/reply-close-script/mail.tmp"

        # search for ticket number in Subject
        ticket_number=$(formail -c -x Subject < $mailfile | php -r 'echo iconv_mime_decode(stream_get_contents(STDIN),1,"utf-8");' |  perl -n -e'/#(.*)$/ && print $1');
        # if found:
        if [[ -n $ticket_number ]]
        then
                # close the ticket in db
                echo "[$(date --iso-8601=seconds)] closing ticket #$ticket_number"
                sqlquery="UPDATE \`ost_ticket\` SET \`status_id\`=3, \`isanswered\`=1 WHERE \`number\`=\"$ticket_number\""
                /usr/bin/mysql --defaults-extra-file=$mariadbconf $dbname -sN -e "$sqlquery"
                exit_code=0
        else
                echo "[$(date --iso-8601=seconds)] ticket not found in $mailfile"
        fi

exit $exit_code

create file /root/reply-close-script/mariadb.conf:

[client]
user=root
password=mypass

add a job with crontab -e:
*/5 * * * * fdm -v -f /root/reply-close-script/fdm.conf fetch >> /root/reply-close-script/fdm.log 2>&1