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osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now

Some questions on replying ticket by email

I am currently on 1.7.6 and i will for sure upgrade to 1.8. However i have still some questions about 'replying tickets from email':

1) I configured osticket and now when i reply to a ticket by email, an internal note is attached to the ticket. What i need to do to append a reply that gets communicated to the customer?

2) I do not understand the purpose to configure multiple emails. Why is needed to set two email addresses (support and alerts)? What is their difference?

3) Do the version 1.7.6 allow staff to reply to ticket via email (i mean real replies and not internal notes) or do i have to upgrade to 1.8?

thanks

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