I have a problem with the autosend of the email to the user after the user creates a new ticket. I initially posted a "me too" message to this thread:
(http://www.osticket.com/forums/showthread.php?t=269)
I've since done some experimenting and noticed that some email accounts I have do receive a "Support Ticket Opened" email, and others do not.
One clue is that my Hotmail account put the message in the Junk folder. Even after I moved it to my Inbox, it still flagged it was a suspicious message. Someone else noticed similar anti-spam behavior:
(http://www.osticket.com/forums/showthread.php?t=105)
I think a major part of the problem is the Subject: line -
Support Ticket Opened
- probably looks too much like a typical spam Subject: line.
Has anyone changed the way this Subject: line is created, so that it is much less spam-like? Maybe add the user's full name? Any changes to the format of the message itself?
A more disturbing idea - I notice in the email headers that "osTicket v 1.6" is listed as the mailer. Are major email providers flagging email generated by osTicket as spam?
Meanwhile - I have added the ticket number to the "Support ticket request created" page, by adding something like this to the thankyou.inc.php file:
Your ticket number is: <?=$ticket->extid?>
On the ticket creation page, I may put an advisory message to ask the user to make the default email address "trusted".