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Email notifications not being sent

Related products:Freshdesk
  • Jul 29, 2019 10:32 AM UTC
  • 5 replies
  • 45 views
Apprentice

Hi,


We are seeing an issue when no email notifications are being sent when tickets are being updated when the Status is set to a custom status, ie not Open/Pending/Resolved/Closed.

I've checked Admin->Email Notification and all notifications are enabled. Do you need to something different for tickets that have a status that we have created.


Thanks, Craig.

5 replies

Community Debut
  • rose_20116
  • Community Debut
  • Dec 18, 2019 1:24 AM UTC

Hi


We are experiencing the same issue. Our replies sent to clients are not being delivered. I've checked all our settings and nothing has been changed. This has been happening for more than a month now https://share.getcloudapp.com/9ZuNPYDn

Contributor
  • z.sabev
  • Contributor
  • Apr 8, 2020 6:02 AM UTC

We have the same problem, any update here?

Contributor
  • z.sabev
  • Contributor
  • Apr 8, 2020 6:03 AM UTC

We have the same problem, any update here?

Community Debut
  • amanzanares
  • Community Debut
  • Apr 17, 2020 9:02 AM UTC

We have the same problem, any update here?

hemanth.ramya
Contributor
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Hello Everyone!


@CraigIn Freshdesk, under Admin > Email notifications, you can find email notifications associated with default statuses like Open, resolved, closed only. For custom statuses, we can configure a ticket update automation rule (under Admin -> Automation -> Ticket update automation) to trigger email notifications to agent/requester/group accordingly. Refer to a sample rule in the screenshot below:


@Rose@Zanni, I understand you get bounce back error messages for email delivery failure in Freshdesk. Are you still facing trouble with the same? If yes, please write to support@freshdesk.com and one of our support agents will assist you further on this.


Cheers!



Ramya, Freshworks Community || Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :)
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