Hi,
Just want to ask, what could be the possible problem, whenever a user create a ticket, he/she doesn't receive notification email that the ticket is created. But whenever I reply to the ticket the user is receiving my reply on ticket and on email. Only the email notification when the ticket is successfully created is not received.

Here's the OS Ticket details for your reference.

Thanks!

  • Check the following under the Admin Panel

    • Settings -> Tickets -> Autoresponder Tab -> New Ticket : Ticket Owner (Make Sure it's Ticked)

    • Email -> Select Email -> Auto-Response (Should NOT be ticked for Disable for this email)

    • Agents -> Departments -> Select Department - > Settings -> Autoresponder Settings (Both options should be unticked)

Check the following under the Admin Panel

  • Settings -> Tickets -> Autoresponder Tab -> New Ticket : Ticket Owner (Make Sure it's Ticked)

  • Email -> Select Email -> Auto-Response (Should NOT be ticked for Disable for this email)

  • Agents -> Departments -> Select Department - > Settings -> Autoresponder Settings (Both options should be unticked)

    Hi,
    This solution worked for me. Thank you!

    I have another question, is it possible that if I replying on my tickets via email, will it automatically update my ticket trail ?

    Thanks!

      cavits
      I have another question, is it possible that if I replying on my tickets via email, will it automatically update my ticket trail ?

      umm.. not sure bout this... never had a situation to try this..

        cavits I have another question, is it possible that if I replying on my tickets via email, will it automatically update my ticket trail ?

        Agent email replies go to the Internal Notes. And do not "update the ticket" (which includes sending an email to the User the ticket belongs to), it does add an internal note for communication to other Agents who read the ticket later.

        If your Agent email is listed as a Collaborator on the ticket I think that it will update the ticket, but osTicket ist designed around the Agent logging into the UI to update and work tickets.

          @ntozier
          Agent email replies go to the Internal Notes.

          I tried the scenario mentioned by the OP, but the agent replies did not show-up even under Internal Notes

          Hi, Here's the scenario, a user receives an email with the reply of the helpdesk, see screenshot
          now, the user reply to that email but the reply is not posted on the ticket trail. Is that possible that if the user replies using the email, it will automatically be posted to the ticket trail ?

          Thanks

          Did you configure osTicket to collect emails (and setup cron)?

            ntozier no, not yet, could you teach me how to do that ?

            Thanks

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