Don't receive alerts when support answer by email

gorachitich

Hi! I have a problem with version 1.15.6.
When support answers a ticket by email, the user doesn't receive a new alert. If I do so from the site, it works correctly.
In the settings were set all checkboxes about alerts.
Did someone get a similar problem? How does to solve it?

ntozier

Agent responses are not ticket replies to the User. They are internal notes.
In order for a response go to the User, you have to reply in the UI.