Escalated tickets not sending mail notification to other agaents


  • 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?

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