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

[resolved] Email Address fields Modifications.


We have successfully installed OS ticket.

It will be very very helpful, if we can change the Email address in Os ticket TO field while giving the replies.
Most of the times, when we get a ticket through email, we need to forward it to some other person, but through this tool, we are only able to send reply to the created user/mailer only.

If you provide a solution to edit the TO field while giving the post reply, it will help us a lot.
Could you please let us know what can be done to achieve that.
Please let us know for any code changes also, we will try to do them accordingly.

Please find our Osticket version details below:

osTicket Version v1.10 (901e5ea)
Web Server Software Apache/2.4.25 (Win32) OpenSSL/1.0.2j PHP/7.0.18
MySQL Version 10.1.22
PHP Version 7.0.18

Hope you will provide some help on this.

Thank you.


  • You can edit the address on the ticket by clicking the Edit button, or you can add others as Collaborators. If you are forwarding the tickets for the purpose of assigning them, you could set up an Agent account for whomever you are forwarding the ticket to, and then just assign it to them.
  • Hi,

    Thank you so much for the valuable information.
    could you please let me know, if it is possible to include multiple email Id's in the TO section.
    That will be help us in great manner.

    Thank You.
  • When viewing a ticket:
    Add collaborators.
  • Hi,

    Thank you for your response.
    Yes we were able to add unlimited no of collaborators to the ticket.
    But it will be helpful for us to add multiple Email ID's in the TO section.
    Could you please let me know, if there is any way to do that.

    Thanks in Advance.
  • Hi,

    And also is there any way to edit the subject of the ticket, while replying.
    We need to add some other text in the subject line while replying to the ticket.

    Thank You.
  • Q: "But it will be helpful for us to add multiple Email ID's in the TO section."
    A: There is no way to do that.With out altering the source, and no I do not know how or what you would edit to achieve that.

    Q: "And also is there any way to edit the subject of the ticket, while replying."
    A: No.  You would have to edit the ticket to change the Issue Summary.  And it would edit it for all future emails sent for this ticket.

  • Thank you, for your help on this. I was able to change the subject after editing the form that the department is using.
    The default issue summary is limiting the subject length to some characters. after changing that to long data type we were be able to modify the subject with out any issues.
  • Great.  Shall I mark as resolved and close the thread?
  • Yes Thank you for all your patience and help as always :)
    Please close the ticket.
  • You're very welcome. :)

    Please feel free to start a new thread if you have any further issues, feedback, comments, etc.
This discussion has been closed.