osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now
The agent receives a info-mail with the info about a new message from a user. Now the agent answering to this info-mail on his mail-client. This answer will received by osTicket and osTicket creates a new internal note. This is very cool but the agent thought that he can answer to the user on this way.
Is it possible to change this behavior to use it for answering to the user?