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

Update status from email reply

Hello and apologies if this question has been asked before.

I really like the functionality and simplicity of OsTicket and I am ready to propose it to many of my customers. However I have one critical requirement.

In my workflow tickets are sent via email to an user who in turns needs to update the status by replying to the same email with a simple canned message like start/stop/complete.

In other words the only relevant thing in the reply email would be information to update the ticket status. The email to the user would contain the ticket information.

Is this possible with OsTicket? If not what would it take to create a mod?

Thank you for your help!

Comments

  • Based on what you've provided it sounds like osTicket should be able to provide the functionality.

    You can add custom statuses, such as the ones you've suggested (start/stop/complete)

    You can create canned responses or customize the email templates with variables and with those you can provide the email subject, the original or last message and the ticket status.
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