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What to do with email replies
I have OST up and running, with four departments and several agents. We're using this internally, so, odd as it is, most or all of our users will be agents as well. Thus far, this seems to be okay. Where I'm having problems is properly configuring and taking advantage of email notifications.
Here are a few scenarios I've come across that don't make sense to me.
* I emailed a ticket to our Graphics department. The ticket was created from my email, and all agents in that department were notified. Cool! But then, one agent replied to the email; her comment was saved internally, but not emailed to anyone. I logged in (I'm an admin) and replied to the ticket through the website, and I got an email with my own comment. Why would email-based comments email no one, but site-based comments email only the user who posted them? I want any comment to at least email the ticket owner. If a ticket lacks a specific owner, notifications should go to the department and/or manager.
* New ticket alert emails have no link to the ticket. They say that a ticket was created, but that's it. There's a login link in the bottom of the message, but no link right to the new ticket which is otherwise the focus of the message.
* I said before that no one--not even the ticket owner--gets emails about replies to tickets. Yet, if I enable the "internal activity" notification option, the owner DID get a message that new activity had been logged. He got that, but didn't get the actual message? Why? All notifications are enabled and set as I believe they should be.
I'm having great luck with every other aspect of this system so far. When it comes to emails/notifications, however, I'm finding no end of problems. No doubt these are my errors--in understanding or actions--but I'm not sure how to resolve the problems I've come up against so far. Any guidance will be much appreciated.