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Using osTicket v1.10.1 (9ae093d)
I considered the case where the osTicket server say is down. So I logged into the default email and replied putting the default email as cc so that it will be "caught" by osTicket and hopefully update the ticket's history. The effect was that the ticket history was indeed updated but it said the update was from the customer and not the agent !! Any help on this would be great. Thanks.