Notifications are not sent to agents, but only to 2 accounts


  • Used Zammad version: 5.4.1
  • Used Zammad installation type: package debian buster
  • Operating system: debian
  • Browser + version: Brave latest

Expected behavior:

  • Notification is sent to all agents that have this enabled in their profile.

Actual behavior:

  • Notifications are only sent to 2 email addresses/online which can be seen in history of a ticket
    The notification for other email channels work fine, all agents get their notifications (online, email), ive triple checked the notification settings.
    The channel was newly added, and there was a new group added, possibly a configuration error, but I have no idea where to check. (I’ve made sure that the notification settings are the same as the 2 accounts that DO get notifications)

Steps to reproduce the behavior:

  • N/A

Found it,

There was one agent with the same name but 2 accounts with different email addresses. Thus 2 accounts, after taking one account away from the agents, the notifications came in!

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