Customer gets no notifications that tickets are updated

Technical assistance
1

Infos:

  • Used Zammad version: 3.1.x
  • Used Zammad installation source: packages
  • Operating system: Ubuntu
  • Browser + version: Chrome

Expected behavior:

  • When a staff member adds a reply to a ticket, the customer is notified.

Actual behavior:

  • The customer is not notified. No email is sent.

Steps to reproduce the behavior:

  • Have a customer send in a ticket.
  • Reply to ticket via web interface

I have no idea what is going on here, but my customers are not notified at all when I reply to tickets. I’ve got angry customers thinking that I’m not replying to their tickets, when in fact I am. I have checked our mailserver logs and no attempt is made to notify the customer via email that a reply to their ticket has been added.

2

Hi and welcome to forums.

Are you sure you’re using the Reply button? I know it’s a stupid question but I used to do the same mistake at the beginning :slight_smile:

immagine

Also, did you check your SMTP configuration is ok?

3

Check your Group if there is assigned Email.

Or you want every update of the ticket on note the customer gets email notification, your can achive this using Trigger

1 Like
4

This topic was automatically closed 120 days after the last reply. New replies are no longer allowed.