I am unable to get tickets to auto-assign when an agent replies by email to a ticket. I have ensured the following is checked or unchecked.
Email is configured to IMAP, could this be the issue?
Any assistance would be greatly appreciated.
That's because Agents can't reply via email. Agents are required to login to the helpdesk to post replies. If an Agent replies via email the system will only add it as an internal note which doesn't alert the end-user and is not classified as a Response.
Thank you for your quick response. Is there any suggested configuration changes I can make so agents can reply and claim tickets, our agents are used to Spiceworks where they were able to claim, respond and close tickets by email?
The only way with vanilla osTicket is to have the Agents login to the helpdesk and reply there. If you want it to behave differently you will need to modify the code to your liking. As with all customizations, you are on your own.