Agents are not being notified of new tickets via email
It appears customers are opening tickets but agents do not receive a notification that a new ticket was opened. I believe we have things configured correctly with email notifications activated for new tickets.
1 person has this problem
Under Email Notifications > Agent Notifications [tab] > verify 'Ticket Assigned to Agent' is activated
Hi. I'm having this same issue where agents are not being notified when a new ticket is created and even when notes are added and specifically requested to notify the agent.
I have "New Ticket Created" and "Ticket Assigned to Agent" activated, and inside "New Ticket Created" notification I chose to notify two agents.