Not sending customer emails despite being configured properly

Technical assistance
1

Infos:

  • Used Zammad version: 6.3.0-1714049470.bc703d4d.jammy
  • Used Zammad installation type: package
  • Operating system: Ubuntu 24.04 Server
  • Browser + version: Chrome (latest)

Expected behavior:

  • Sending email to customers that their ticket has been received
  • Sending email to customers that their ticket was updated, containing the reply

Actual behavior:

  • No email is sent, none attempted.
  • No errors observed in /opt/zammad/log/production.log

Steps to reproduce the behavior:

  • Perform update on ticket, or have customer create ticket

We’re setup on M365 and the channel is configured properly. Green lights and all.

The login used to connect has proper permissions and we’re receiving email and tickets are created as a result. Customers are not receiving notifications that their tickets are being received despite triggers being enabled and configured to send them.

System notifications are being sent to agents without issues. This is also configured through M365 via smtp. office365 .com.

Anything I’m missing? It’s a new instance.

2

I did figure out how to get the emails to send on new ticket creation. I forgot to assign the email to the group. Still trying to figure out customer notifications that their ticket has been updated.

1 Like
3

Looks like I’m just dumb. For anyone else that had my issue, there’s no trigger for by default to update customers when their ticket has been updated. Create one.

Tried to embed my example, but I’m not permitted. I found one by searching the forums, just do the same.

1 Like
4

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