Customer gets no notifications that tickets are updated


  • 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.

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:


Also, did you check your SMTP configuration is ok?

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

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