No autoreply when the ticket is still in an open status

Zoid

Thanks to this board, I've found plenty solutions&workarounds to customize OsTicket but now I'm facing something that I don't know how to solve it. Maybe because there is something missing in my understanding of the OsTicket behavior.

I used the autoreply- autoresponse template, it's really useful when someone's creating a new ticket but not really useful when an agent is replying to the ticket and when the problem isn't already solved.

My main problem is when the ticket status is still opened, I don't want no autoreply. I'd like to have an autoreply or autoresponse only when the ticket is finally in a closed status. How can I do that ?
Should I use some filters ? or something else ?
Or maybe something in my thinking isn't correct ? or maybe I've modified something somewhere and I forgot what.
Thanks in advance

Zoid

I forgot to mention that my setup is
osTicket Version v1.15.2 (cb6766e)
Web Server Software Apache/2.4.41 (Ubuntu)
MySQL Version 8.0.26
PHP Version 7.4.3

ntozier

This can be done one of two ways.

Agents would use the "Post Internal Note" tab when "replying". This logs the response as an internal only note that other Agents can see, and does not generate a response to the Ticket Owner (User).
Agents could use the Reply To: -- Do Not Email Reply -- option when they type a response.

Zoid

Thanks ntozier for your reply.
The first proposition is for internal purpose. It will be primarily used by agents within departement.
The second proposition isn't required because the ticket owner must be warned everytime there is an activity (replies from agent) on its ticket.

As there is no feature to customize autoreply when the ticket is both in closed and open statuses. I've finally decided to create a generic auto reply with ticket ID who's pointing directly to the user portal. The ticket owner can check every activity online and it's even better to interact with each other.

In a way, problem solved, at least for me.
Thanks