Ixonn Group

Staff Members Not Receiving Email When New Ticket Is Created or Reply Is Posted

Table of Contents

If you are experiencing this problem make sure that you/other staff members belong to the department in which this ticket is assigned.

Only the staff members that belong to the ticket department will receive a notification when a new ticket is created or a ticket reply has been posted by a customer.

Additionally, you can navigate to Setup->Email Templates and re-check all ticket available email templates to make sure that they are not disabled.

Please keep in mind that when you are replying to a ticket or creating a ticket from the admin area, the staff members won’t receive any notification that e.q. new reply is posted from the admin area, only the customer will receive an email notification.

Related Articles

Previous Security Header Not Valid When Setting up Paypal