Email replies from customer not captured, no notifications

[Sophy978]

Hello, email replies from customers to a notification or update which keeps the same subject line with the ticket number, are not captured in OTRS and therefore no notifications are sent to the agent.

I have filters set up to automatically create tickets and that is working correctly. Is the issue related to the filters in anyway or is there a setting I need to enable? Emails replies from agent to the customer are captured in the system and the customer does get the email. But if the customer replies to that email, nothing comes into OTRS. For the first phase of launch we are not using enabling the customer web interface yet so replies are done from their mail boxes. Any help, please?

[reneeb]

Is a sender address used for that queue and as the notification sender that is attached to OTRS?

If you have a mailbox for "helpdesk@yourcompany.tld", but you use as notification sender "notifications@yourcompany.tld", the customers reply to "notifications@yourcompany.tld". So those emails don't get into OTRS...

[crythias]

The queue has a system address. This is the sender of the autoresponse. It is managed in "email addresses" and assigned in "Queues"

[Sophy978]

Is a sender address used for that queue and as the notification sender that is attached to OTRS?

If you have a mailbox for "helpdesk@yourcompany.tld", but you use as notification sender "notifications@yourcompany.tld", the customers reply to "notifications@yourcompany.tld". So those emails don't get into OTRS...

Thank you, this addressed the issue. I had to use the same address for the queue and the sender. Thanks again for the reply.