on a side note... how does one enable piping? just put the script in the API folder and adjust accordingly? is there a setting that I should flag?

I think I found it or at least one of them. http://www.osticket.com/forum/discussion/comment/92781/#Comment_92781Since piping won't be an option as my imap mailbox that I am using for tickets is load balanced. So a single IP isn't an option

However there is promise. I will update the templates accordingly. I have a question regarding the filters. I want to automatically assign the task to the field tech that responds. Which rules matching criteria would you suggest or even a custom form so that...

agent responds capture the email address - auto-assign the ticket.

I am presuming that user/email address is for the client not the agent. is that correct?

Running Debian 7

OST v1.9.5.1

Apache 2.2.22

MySql 5.5.41

PHP 5.4.36-0

My techs are in the field a lot. Often they can answer a question super quick on thier phones. Rather than have to login to a webpage is there a way to repsond to the ticket using email? I adjusted the templates so a new ticket isn't generated but I don't see it emailing to the client. I tried using filters but I kept generating a new ticket.

I am pretty sure this is doable.

So here is the question. After searching I didn't see any comment in the forums about this. I am sure this has been brought up before. Can you point me to a forum post or to a location that would discuss this in more detail? Or perhaps there is just a setting I am missing.