Some Alerts are not sending out to agent

lilyl

Agents are receiving only receiving selective alerts.

Agents receive the 'New Ticket Alert', 'Ticket Transfer Alert' and 'Overdue Ticket Alert'.

However, they are NOT receiving the 'New Message' Alert, 'New Internal Activity Alert' and 'Ticket Assignment Alert' though.

I tried to look through this forum to see if anyone have experience this issue but have no luck.

Here's my settings/configurations.

KevinTheJedi

@lcastro

The only way that would happen is if alerts are disabled, the template is borked, or the email you are using to send the alerts (pa_support@) is having issues.

I would first check to see if you have done any customizations to the default templates; make sure they have zero issues. Next I would check the Sent folder of the alert email (pa_support@) to see if they were sent out and the Agent just doesn't receive them (wether it be a filter is blocking them, if they are going to spam, etc.).

Cheers.

lilyl

Thanks Kevin.

I confirmed it's not an issue. It's just me not understanding how the alerts are being sent out. Thank you again.