# No e-mail after customer opening ticket
**URL:** https://community.zammad.org/t/no-e-mail-after-customer-opening-ticket/3864
**Category:** Technical assistance
**Created:** [January 24, 2020, 10:08am UTC](https://community.zammad.org/t/no-e-mail-after-customer-opening-ticket/3864 "2020-01-24T10:08:49Z")
**Posts on this page:** 9
**Page:** 1
### Author:  [@l.ziegelmann](https://community.zammad.org/u/l.ziegelmann)
#### Post date: [January 24, 2020, 10:08am UTC](https://community.zammad.org/t/no-e-mail-after-customer-opening-ticket/3864/1 "2020-01-24T10:08:49Z")
### Infos:
- Used Zammad version: 3.1.x
- Used Zammad installation source: UCS App Center(Docker)
- Operating system: Univention Corporate Server(Debian)
- Browser + version: Google Chrome Version 79.0.3945.130
### Expected behavior:
- E-mail is received after customer opens ticket
### Actual behavior:
- E-mail is NOT received after customer opens ticket
### Steps to reproduce the behavior:
- Download and install Zammad via the UCS App Center
- Go to profile settings → notifications → tick “also notify via email” at “new ticket” section
Is there other settings that are necessary?
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### Author:  [@MrGeneration](https://community.zammad.org/u/MrGeneration)
#### Post date: [January 25, 2020, 9:37am UTC](https://community.zammad.org/t/no-e-mail-after-customer-opening-ticket/3864/2 "2020-01-25T09:37:35Z")
I guess you didn’t change the MTA settings from sendmail to SMTP (mandatory).
Please see: [https://docs.zammad.org/en/latest/install/univention.html](https://docs.zammad.org/en/latest/install/univention.html)
You can change the notification setting withint he email channel as well.
You’ll also see what is configured, I bet it’s sendmail because this would explain the issue, however, the sender domain might be an issue as well.
See:
- [http://admin-docs.zammad.org/en/latest/channels/email.html](http://admin-docs.zammad.org/en/latest/channels/email.html)
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### Author:  [@l.ziegelmann](https://community.zammad.org/u/l.ziegelmann)
#### Post date: [January 27, 2020, 8:45am UTC](https://community.zammad.org/t/no-e-mail-after-customer-opening-ticket/3864/3 "2020-01-27T08:45:12Z")
Our email outbound settings are as follows:
And our email notification settings:
The IP written under the host leads to the mail server written on the previous picture.
When opening a ticket, the customers do get an email but the agents don’t.
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### Author:  [@MrGeneration](https://community.zammad.org/u/MrGeneration)
#### Post date: [January 31, 2020, 2:50pm UTC](https://community.zammad.org/t/no-e-mail-after-customer-opening-ticket/3864/4 "2020-01-31T14:50:54Z")
Do your agents happen to have disabled the agent notifications within their profile?
[https://user-docs.zammad.org/en/latest/extras/profile-and-settings.html](https://user-docs.zammad.org/en/latest/extras/profile-and-settings.html)
You can also check that via the tickets history, it will tell you if it send notifications (online / email) there. Looks similar to this:
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### Author:  [@l.ziegelmann](https://community.zammad.org/u/l.ziegelmann)
#### Post date: [January 31, 2020, 3:54pm UTC](https://community.zammad.org/t/no-e-mail-after-customer-opening-ticket/3864/5 "2020-01-31T15:54:46Z")
I am an agent myself and I have these settings in my “Notifications” tab:
Looks right, right? 🙂
Ticket history:
The difference, between your history and my history is the email part, if I’m correct, which is the problem.
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### Author:  [@MrGeneration](https://community.zammad.org/u/MrGeneration)
#### Post date: [February 3, 2020, 12:46pm UTC](https://community.zammad.org/t/no-e-mail-after-customer-opening-ticket/3864/6 "2020-02-03T12:46:58Z")
> [@l.ziegelmann](#):
>
> Ticket history:
> 
Welp, your Agent accounts to have mail addresses right? Because it doesn’t look like it.
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### Author:  [@l.ziegelmann](https://community.zammad.org/u/l.ziegelmann)
#### Post date: [February 13, 2020, 8:50am UTC](https://community.zammad.org/t/no-e-mail-after-customer-opening-ticket/3864/7 "2020-02-13T08:50:20Z")
Yes, they do:
Here looking at a user, which is an agent. An e-mail is set, which is correct and working.
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### Author:  [@MrGeneration](https://community.zammad.org/u/MrGeneration)
#### Post date: [February 17, 2020, 1:08pm UTC](https://community.zammad.org/t/no-e-mail-after-customer-opening-ticket/3864/8 "2020-02-17T13:08:54Z")
I am sure that those three affected users did disable the mail notifications.
These settings are user based and not global.
Also, ensure your user has “FULL” rights on the correspodending group.
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### Author:  [@system](https://community.zammad.org/u/system)
#### Post date: [June 16, 2020, 1:10pm UTC](https://community.zammad.org/t/no-e-mail-after-customer-opening-ticket/3864/9 "2020-06-16T13:10:26Z")
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