Agents not getting notifications on Private Notes - inconsistently working
Several times now we've been using the Ticket "Add a Note" feature, selecting an agent to be notified, writing a message, and clicking the "Add Private Note" button.
Sometimes this works, but several times the system fails to send a notification email to the agent, often times losing days of service for task completion.
Is there a reason why this may not be working consistently? Extremely frustrating.
4 people have this problem
We are encountering the same issue. I can see the agent's name in the "Notified to:" list and the email address looks correct but I've had multiple agents report the same issue. It's very random - I haven't seen any pattern. Per Rick's note above, I see this issue even when the requester is a customer and the ticket's assigned to an agent.
Sorry that we've missed to update the thread for a very long time. We've made a lot of changes on how we transfer emails using our email service provider and we now have different IPs allocated for email delivery . The email delivery system is more reliable now and we also have a feature that will inform the agents/admin in case if an email gets dropped/bounced at the recipient's end.
In case if you're noticing any email delivery failure issues ( which should be a one-off case ) , please drop us a note here . We'll have our support heroes to work on the issue immediately.