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

Send reply to ticket creator at the point of creating ticket

My client has a requirement which is a little out of the ordinary.

Often, they may take a call from a customer which will require them to send some information to the customer so they create a ticket, enter the customers email address on the ticket, enter the reason for the ticket and open it. Then they go back in, enter the reply to the customer which then emails the customer.

It seems a little overly complicated considering there is a 'Response' area on the create ticket page. Why can't I create a ticket and send a reply at the same time by filling out the 'create ticket' page and also entering the message to the customer so at the point of opening the ticket, the message is sent?

What is the 'Response' area for on the create ticket page if not for this? Currently if I enter anything in here, it isn't sent so I don't know if it should be and theres an issue with my installation?

Comments

  • Hi guys,

    I know this is a old topic but I can't find anything either, so is there a chance to send an email directly from starting a new ticket? Right now typing a response into the ticket creation doesn't send the text which would be really awesome.

    Browsed thru some of the gitlab code but it doesn't seem to run

    $ticket->postReply($vars, $errors, $_POST['emailreply'])

    which I believe is the part that would send the message.

    Ideas? Or some pointers as to how to patch the code in my fork?

    Cheers
  • osTicket doesn't track who the "opener" of a ticket is.  
  • I just noticed this behavior this week on 1.10.1.

    When creating a ticket, text entered into the "response" section does not get emailed to the user. Once the ticket is created, responses work as expected. Is this a bug or a feature?

    If it's a feature, then it makes sense that this needs to be indicated to the agent creating the ticket.
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