Hi all -
I'm setting up my helpdesk. I have email working and had success if a user initiates the ticket via email...but
if a user calls or IM's me with an issue and I enter the ticket manually - including them as the user they do not receive emails when I do a public reply in my update.
All my templates are configured and I do have email replies working in instances where the user initiates the ticket via email.
Is this by design? Or am I missing something in the configuration? Or is something broken?
Thanks in advance.