Ticket assigned to agent emails not working

  • 14 September 2020
  • 1 reply

Hello, new FreshDesk user here, still learning the system.  We have one problem where when we create tickets and assign them to an agent, the agent is not receiving an email that they have a new ticket assigned to them.  I searched the forums and could not find an answer for this.  The option to send agent notifications is turned on.  Please help, thanks!



1 reply

Hello Mike,

Apologies for the delay in getting back.

I see that one of our support champs was able to assist you with your query. As discussed, if you assign the ticket to yourself, you would not receive the "Ticket assigned to agent" notification. The reason being, the system would assume that if the agent is assigning tickets to themselves ideally they would be aware of the ticket as well.