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

Clients response showed as System Note

Hi Support,

We are having an issue where if the ticket is closed and the client respond on the closed tickets, it shows as an System Note and no notification receive for the assigned Team and Collaborators.

Here is a sample scenario:

  1. Colleague A created a Ticket via email and BCC'd the Client.
  2. Colleague B added the Dispatch Distro as Collaborator and assigned it to an Agent and Team
  3. Colleague A closed the ticket and posted an Internal Note for the resolution of the ticket.
  4. Client respond on the ticket but it shows as a System Note and no New Message Template was received even though it was enabled on the Admin Settings.

Server Information:
osTicket Version ------------------ v1.10 (901e5ea) —  Up to date
Web Server Software ------------ Microsoft-IIS/8.5
MySQL Version ------------------- 5.7.17
PHP Version ---------------------- 7.0.15

Thank you,

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