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

can not response by email

i just install the osticket 1.9.2 and i set all the setting for the email.
when a user send mail a new ticket is open and the stuff gets the new open alert ticket. but when they try to response this ticket by mail 
the system opens a new ticket for the response!! 
how can i set the system so i could response by mail and that the client will get the answer also??

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Comments

  • I understand you are testing . so i presume you get 2 emails (one for a ticket being openend and onother to inform the staff theres a new ticket.. correct ?
    On witch email do you reply on ?
  • yes its correct!
    i'm using outlook mail (exchange) to reply - and the mail set with imap and smtp is outlook web

    i tried to change the setting, and sometimes i do see the reply (from mail) is the ticket (in the ui) and not getting those 2 mails but its not sending a mail to the client who opened the ticket
  • ON witch email do you reply ? The mail witch informs you (as staff) that a ticket is created or the email to inform you (as a customer) a ticket is created ?
  • You cannot respond directly to the customer regardless.
    If you respond to the proper email it will update the ticket with an internal note (which are not sent to the customers)
  • i reply to "the mail witch informs you (as staff)"...
    is there any way to reply by email?
    if not is any way to make a conversation between stuff and costumer via emails and that the all conversation will only be saved as history in by tickets in the osticket app?

    thanks ahead...
  • maybe you can answer this one :
    when i reply to a mail (as a stuff that reply to a client question) - how does the app know to relate the mail to an exist ticket and not to open a new ticket? 
     
  • Q: s there any way to reply by email?
    A: No.

    Q: when i reply to a mail (as a stuff that reply to a client question) - how does the app know to relate the mail to an exist ticket and not to open a new ticket?
    A: Email headers utilize a message-id field.  osTicket reads it. (see Email RFC)
  • I am just starting with osTicket and using 1.9.2. on our website.
    sending emails is no problem, but when a customer replays on an email we have a problem.
    So Fetching Email is not working.
    during installation no errors.
    Any ideas?

  • @Geert please start your own thread instead of hijacking someone else's.
    Also please read and following this thread: Please read before requesting assistance.
    Thank you.
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