Agents Report Not Getting Email for Tickets

This may be a ridiculous question, and if so, I apologize. I’ve been looking for the answer in the help guides and haven’t found it.

How do email notifications work? I was under the (clearly wrong) assumption that any reply to a ticket in FreshService generated an email to the assigned agent. Today I have several agents telling me that even on tickets assigned to them, they are not receiving email updates when comments are added to their tickets.

Does this have to do with whether the reply is entered on the web or via email? Please help, as I have agents who are missing updates, and I don’t know how to fix it. 

Thank you!!!

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