User replies to the newly created open ticket but agents don't get notification

lukgo

Hello,

Is this a bug or is it just not on the code? when a user replies to the newly created open ticket via email, it will not send out a notification to Agents but the other notification works. On the Agent side, the reply is added to the right ticket though

Anyone has a fix to this?

Thanks,
Luke G

KevinTheJedi

lukgo

New Message Alerts go out to the following:

Last Respondent
Assigned Agent / Team
Department Manager
Organization Account Manager

So if you aren't getting an alert then you are not the Last Respondent, you are not Assigned to the Ticket, you are not the Department Manager, and/or you are not the Organization Account Manager for the User's Organization (if they belong to one).

Cheers.

ntozier

It's hackish... but you could create a fake agent account for the Department and Set it to Department Manager. And if that fake account's email was say a mailing list that emailed all the members of a department... You could then check Notify Department Manager.

The drawbacks to this are

You have an account that no one logs into. This by its own right could be considered a security issue. You can mitigate this risk by giving it an obscene password or if you use LDAP set it to LDAP only. (since its a mailing list it doesn't have a login in LDAP/AD to login attempts would fail.)
The Department Manager does have (or did have) some additional access to things they can do with tickets in that department. It's been a REALLY long time since I checked that.
note: I did this for years. 🙂