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Hello, I am trying to assign a ticket to myself but the assignment email is not sent to my email box and I cannot track it from Outlook. This does not happen if the same ticket is assigned to me by another agent. Is there anything that can be done to get the email sent to me even though I am assigning it to myself? Thank you so much

Hi @adrianSYA,

Greetings from Freshworks Community!

Email notifications are not triggered by default when assigning a ticket to oneself, but an automation rule can be set up to send an email in this case.

Navigate to Admin > Automations > Ticket Updates > New >

Sample rule:

 

Hope this helps.

 

Cheers,
Sneha.

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