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Emails not being sent

  • 16 January 2013
  • 15 replies
  • 152 views
L
Rank

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 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?

15 replies

M
Rank

We also have a similar problem - unassigned tickets are assigned to an agent but the agent doesn't receive an email notification.


Agents email account has been checked and verified

Notification to agent is active

J
Rank

Emaill notifications:

Ticket assigned to Agent (To alert the agent that a ticket has been assigned to them.).


Same problem here! This doesn´t work...

J
Rank

I had this issue too, if you edit the new ticket created notification and look under the message box there is a notify agents option, by default this says none, click here and then add your agents. New tickets will then email out to the agent!!

T
Rank

We are also having a problem with "Ticket Assigned to Agent" notifications not being sent out. For example when a ticket is updated by Agent 1 and reassigned to Agent 2, an email is never sent to Agent 2. Please help.

V
Rank

Hey Tracy


Converting this to a ticket, to handle in private


thanks

vijay

C
Rank

Hi, was this ever resolved? I have the same issue.

annapoorna.venketaraman
Rank
Userlevel 3
Badge +8

Hey Cbarina,


Are you still facing this issue? 


If yes, I can convert this into a ticket, so that you can pass me more details to help me sort it out.


Do let me know.


Thanks,

Anna



Head of Community
D
Rank

We have also seen this, without a resolution.

K
Rank

Hi Support, 


We are experiencing this issue also - I have a:


1. dispatch'r rule which assigns to a group + sends notification to Assigned Agent: notification is not being sent 




  • for testing I have enabled other actions on the same rule: Set myself as Watcher: automated email is received by myself; 

  • Send email to agent (myself) -- this email sends OK



2. Have disabled above and enabled Email Notifications > Ticket Agent Assigned: notification not being sent to agent




thanks, Ket


aravind.sundararajan
Rank
Userlevel 4
Badge +12

Hi Ket,




I could see that you've recently interacted with our support expert and had this issue resolved 🙂 If you would like to add on this, please drop in a note here .




Cheers!


Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
K
Rank

I am getting this also.




Z
Rank
HI,

We are experiencing issues with email notifications i.e when an email is sent to our support team, the notification is not sent to the agents all the time that a ticket has been raised by a user. Is it something that has been reported by somebody earlier and has it been resolved?

Many thanks

 


A
Rank
Userlevel 2

 @zed363080 Your agents should be receiving email notifications only when the ticket is assigned to them or when they have the scope to view that ticket, in the case when you have enabled the notification(as seen in image) under Admin > Email Notification.
 

Admin > Email Notification


If you still have issues with receiving the notification, please reach out to us at support@freshdesk.com. Our agents would be able to help you with it.

Aldrin,
Freshdesk Community Team

 

 

geebranz
Userlevel 1

How can we solve this?

 

 

 

 

 

eyelashextensionstulsa.com

N
Rank

Hi @geebranz 

 

Are you still facing issues with email notifications? If yes, please feel free to write an email to support@freshdesk.com so that one of our support ninjas will resolve the issue right away! 

 

Cheers!

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