Escalated tickets not sending mail notification to other agaents

Infos:

  • Used Zammad version: 6.3
  • Used Zammad installation type: (source, package, docker-compose, …)
  • Operating system: windows 11
  • Browser + version: Chrome

Expected behavior:

  • Mail notification to all agents who have their emails put in to be notified for escalated tickets and on Zammad.

Actual behavior:

  • Agents do not get notifications to mail and on Zammad

Steps to reproduce the behavior:

  • I have created escalation and triggers for escalated tickets, agents assigned to the tickets get a notification and email alert but other agents are not been notify when their emails are added
    the ticket is not assigned to them

Any assistance with the above request?

This is a free community with no guarantee of help. If you require commercial grade support, consider a Zammad support contract. If not, which is fine, please have patience.