We are having an issue where the automated emails notifying people that a new ticket has been created or they have been assigned to it are not being sent.
Physically triggering a response email sends without issue, but the automation sometimes does not seem to reliably send out messages. This has been going on for a few days. What information do you need from me to help resolve this issue?
Hi Muhammad,
Hope you're doing well!
Can you please confirm if the Email notifications for New ticket created and Ticket Assigned to Agent have been toggled on? You'll be able to find this configuration by navigating to Admin > Helpdesk Productivity > Email Notifications > Agent/Requester Notifications.
You can toggle On/Off the appropriate setting according to your requirements.
What are the different email notifications and how to use them
Hope this helps!
Cheers!
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