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Agent doesn't get email alert when customer responds by email
I have an issue with osTicket v1.10.
Whenever a customer replies to a ticket by email, the response gets added to the ticket but the agent doesn't get an email alert that the ticket has been updated.
What is weird is that if the customer goes on the web portal and responds by using the web form then the agent is alerted by email that the ticket is updated.
I looked at all settings for 2 hours and everything in tickets alert settings is enabled.