osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now
I have downloaded and installed osTicket and I currently testing. I have configured the fetch email and everything is working as expected except in the following scenario.
A dummy customer is using a browser based email client which does not seem to populate the references field in the email header. Consequently the replies are treated as new support tickets - not ideal.
So a couple of questions:
1. Is it possible to activate a fall back, so when the references field is not populated, the body of the email/subject line is scanned to see if this may relate to an existing ticket, especially if the sender email address already exists in the DB.
2. Is there a way of allocating the new ticket so that it can be merged with an existing support ticket?
|Server Software||Apache/2.4.4 (Win32) OpenSSL/0.9.8y PHP/5.4.19|
|gdlib||Used for image manipulation and PDF printing|
|imap||Used for email fetching|
|xml||Used for HTML email processing and XML API|
|json||Improves performance creating and processing JSON|
|gettext||Improves performance for non US-English configurations|
|mbstring||Highly recommended for non western european language content|
Everything else looks pretty good so far and we like the intuitive way that osTicket has been built.