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

Retrieve an email answer to a ticket


I hope I'm not asking something really dumb, but here it goes: is it possible to OsTicket retrieve a ticket answer if it was only given by email and not by an agent? To put in another way, we have a person who doesn't use our platform, but still answers some of our support requests and we were wondering if his answers can be retrieved by OsTicket. Is there some type of configuration that allows this?

Thanks in advance


  • I would think that the person would have to be added as a collaborator to the ticket that they responded to, and reply to a ticket generated email.
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