An osTicket FAQ & Community Resources
Enable 'Accept Email Collaborators' in Admin Panel > Emails > Settings. This setting is disabled by default. When enabled, osTicket automatically adds any CC or To recipients from an inbound…
Use Admin Panel > Manage > Ticket Filters. Set Filter Rules to match the criteria (e.g. Sender Email contains domain, or Organization Name equals company). Set Filter Actions to assign…
By design, custom forms are never automatically added to tickets created via email. Fields cannot be completed over email, and required fields would block processing. The Filter Action 'Set Help…
This is typically caused by using a heavily modified/third-party version of osTicket that overrides the ticket numbering sequence. The core vanilla osTicket uses sequential or configurable number formats without resets.…
Check Admin Panel > Emails > Templates to ensure the 'New Ticket Auto-Response' template is configured. Check Admin Panel > Manage > Help Topics and verify the relevant help topics…
The ost__search table was not created during the upgrade. Create it manually by copying the table structure from a working osTicket installation of the same version, then run cron to…
Review the Alerts and Notices configuration at https://docs.osticket.com/en/latest/Guides/Alerts%20Guide.html. New ticket auto-responses are controlled per-department and per-help-topic under Admin Panel > Emails > Templates and Admin Panel > Manage > Help…
Use Admin Panel > Manage > Ticket Filters. Create a filter with Rule: Organization / Name > Equal > {org_name}, and Action: Set Department > {target_dept}. This routes all tickets…
No. Agents must log into the web interface to post replies that are sent to customers. This is intentional design. There is no native plugin or configuration to enable customer-facing…
Check the View Email Headers option on the merged thread entry (dropdown arrow > View Email Headers). If the email contains In-Reply-To or References headers matching a prior thread Message-ID,…