We have been using Freshdesk for almost two years. Today we noticed that we aren’t receiving notifications for New Ticket creation, customer response, notes, forwards, etc. .
It was working until today, I double checked the settings and everything is turned on and agents are added.
Is there something else I need to check, how do we correct this?
+12Hello
Hi Keer, thank you for your quick reply! Our account URL is: https://careygrouppublishing.freshdesk.com/
Thank you for checking, I appreciate it.
+12I see the emails are not blocked,
Are you referring to Agent notifications? If so, can you navigate to Admin > Email notifications > Agent notification and check if everything is toggled on?
Hi Keer,
Yes, sorry to not be more specific, we are not receiving Agent notifications. I double checked our settings twice now and everything is toggled on and the correct people have been added to receive notifications. The notifications were working on Wednesday, March 23 but have now stopped. For example, I did not receive a notification of your test ticket.
+12Thank you for the details, Shana. I’ll have a ticket created from our end to have this checked further. Can you kindly DM us your email address?
Haloo Keer,
I have the same problem, it's been a few days. the notification email does not go to the requester.
Hello! I’ve been seeing a similar issue in my freshdesk instance.
When adding a Reply via the API, the neither the Requester nor any CC Emails are receiving email notifications of the reply.
insance url: https://bigminds2e.freshdesk.com/
primary agent email: matt@bigminds2e.org
example API request
URL: https://bigminds2e.freshdesk.com/api/v2/tickets/8/reply
PAYLOAD: {'body': sending again to trigger emails', 'user_id': 154001316903, 'cc_emails': ['mdvollmer@ucdavis.edu', 'dev@bigminds2e.org']}
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