Hi,
It appears customers are opening tickets but agents do not receive a notification that a new ticket was opened. I believe we have things configured correctly with email notifications activated for new tickets.
Thanks,
Paul
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Under Email Notifications > Agent Notifications [tab] > verify 'Ticket Assigned to Agent' is activated
Hi. I'm having this same issue where agents are not being notified when a new ticket is created and even when notes are added and specifically requested to notify the agent.
I have "New Ticket Created" and "Ticket Assigned to Agent" activated, and inside "New Ticket Created" notification I chose to notify two agents.
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