helpdesk-first-reply not working

[JoeWu0121]

i found some behavior:

1. when ticket created, redmine didn't reply to supportclient with helpdesk-first-reply msg.
2. when someone edit note and checked "Send mail to supportclient", redmine will send email to supportclient with note content and helpdesk-email-footer.

My expectation are:

1. Above please add screemshots #1 should be performed.
2. can helpdesk-first-reply msg also been pasted to both first note of ticket and email to supportclient?

Thank you.
Regards,
Joe

[brooks-eco]

I have this plugin working now so edited this reply. Redmine 5.1.2.stable. I had the same issue as @JoeWu0121 but discovered from looking at comments in the source code that I had not configured the Anonymous user role properly. Now its working as it should sending the reply (a member of the team will reply soon) to the incoming first email that opens the ticket.

Under Administration Settings > Roles and permissions > Anonymous > "Issue tracking"

you need to have checked Treat user as supportclient (I think this checkbox option is added by the helpdesk plugin).

The code checks first to see if Anonymous users have Treat user as supportclient before it will save the senders email address in the owner-email field of the new ticket.

If you want other members/users to be able to email to open new help tickets then you need to set Treat user as supportclient for the member role also.