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

How to automatically update ticket threads via outlook client

Hello Guys,

Is it possible for OSticket to automatically update the ticket thread when users or agents reply using their outlook client?

Not sure whats the right word for it though. Please kindly let me know how can this be done.


Thanks,
Rio



Thanks,
Reuben

Comments

  • Users yes. 
    Agents no.
  • Thanks Buddy!

    So how do i enable it for the users?

    and from which thread do they need to reply to update the ticket the ticket thread automatically?


    Rio
  • Please don't close this thread. Still unable to figure this out.

    With the Fetch on auto-cron enabled, will it fetch the mail reply of the user or the agent when they reply from outlook?

    image

    Thanks,
    Reuben




  • This is an email account that the ticket system will scan (Example: support@abc.com) and enter the data from the emails into the ticket system.  This should probably be an email account that ONLY handles tickets.  That way it can load it into the ticket system, delete the email, and be waiting for the next one.

    Ticket is created --> email is sent to user (SMTP)
    User replies to email --> email goes to mailbox
    Ticket system checks email box (every n minutes if clicking in system or if on cronjob)
    Ticket system finds email (with ticket number associated), dumps data into ticket system, and deletes email.

    I have my system to scan every three minutes when agents are in the system, every 5 minutes for nights and weekends.  

    If you do not set up cron job, it will only check when someone is clicking on stuff in scp (someone please correct me if I am wrong)
  • @dbum is correct, you will need to enable email collection and setup cron or windows task scheduler (depending on host OS) to run the cron.php which was in the links I sent you previously for emails to be collected by the system.
  • @ntozier & @dbum, guys, can you please confirm that if we have configured outlook with the account handling tickets, we are not able to reply using outlook interface? we always have to login in OS Ticket GUI to reply to the support request mail, right?


  • Q: can you please confirm that if we have configured outlook with the account handling tickets, we are not able to reply using outlook interface?
    A: emails from staff will be logged to the ticket.  It will update the ticket by adding an internal note.  This will not notify the User that there is an update.  The User will not see the update.

    Q: we always have to login in OS Ticket GUI to reply to the support request mail, right?
    A: If you want the user to get an alert saying "new message blah blah blah"  Yes.
    If you want to update internal notes for other Agents then No (you can email it).
  • as a side note this is an old thread and I am closing it.
This discussion has been closed.