Password Reset/New Customer Emails Not Working


  • Used Zammad version: This is Zammad version 3.1.x
  • Used Zammad installation source: Package
  • Operating system: Ubuntu 18.04
  • Browser + version: Chrome/Firefox Latest

Expected behavior:

Emails get sent to user requesting a password reset and/or new customer is registering.

Actual behavior:

Logs show that the e-mails was sent, but the e-mail is never received.

Steps to reproduce the behavior:

Register a new customer and/or request a password reset

Here are the logs:::
I, [2019-10-14T22:03:31.772174 #9621-70270775047780] INFO – : Started POST “/api/v1/users/password_reset” for at 2019-10-14 22:03:31 -0500
I, [2019-10-14T22:03:31.805863 #9621-70270775047780] INFO – : Processing by UsersController#password_reset_send as JSON
I, [2019-10-14T22:03:31.806100 #9621-70270775047780] INFO – : Parameters: {“username”=>""}
I, [2019-10-14T22:03:31.860370 #9621-70270775047780] INFO – : Send notification to: (from:Notification Master your KnockTurn Support Station password

I DO WANT TO NOTE that I can receive ALL e-mails via ticket creations, updates, etc. It only seems to be related to user creation & password resets.

Can you please check your mail server log files?
Because from that point of Zammad log the mail has been sent out.

Possibly a temporary issue (if you’re using sendmail), your system log files should be helping here.

Does the exact same mail address receive ticket notifications and stuff?
If you can’t check, if your agent mail address is not on gmail, that might be the difference and issue you’re looking for.

Please note that Zammad uses the system notification address for those mails, this normally just affects agents, but in this case customers as well…

Hey MrGeneration!

I have SMTP setup via O365 as my outbound mail server, therefore I’m not using sendmail or postfix (packages are not installed on server).

This same e-mail DOES receive ticket notifications and stuff. This e-mail is what I’m using to ‘test’ things before I start on-boarding my clients.

I noticed that the system e-mail was sending via ‘no-reply@’, so I changed the domain name to ‘’ thinking that was the issue – but no luck.

I’d love to find a spot to check for additional logs, but it seems like the e-mails are getting fired off & then just lost. I’ve also tried using 3 different e-mail address (gmail, hotmail, outlook) to create new users, and they do not receive the ‘new user’ creation e-mails, or ‘password reset’ emails.

However, they are created in the database as users.

Any thoughts?


Disregard this. I just noticed that there’s an entirely separate “Email Notifications” configuration in the ‘Email’ tab.

I set THIS to also use SMTP via O365 and things are working as expected.

Sorry for this wild goose chase!

1 Like

No worries!

For the future (and just the reference itself):
Trigger based Notifications are being sent via the mail address defined in the group (if not set, it won’t be sent). These mail addresses rely on E-Mail-Accounts configured.

All agent notifications (new ticket, updated ticket, etc) and also system notifications like “password resets” are being sent via the system address which is it’s own channel (out only). This can either be sendmail or smtp depending on what you need. :slight_smile:

I’ll have a look at the docs later on and will check if we can enhance these parts to make that clearer to help further in the future. :slight_smile:

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