I have one (1) Agent that is not getting an email when there is ticket activity. We have the basic template alerts set up. We've tested this a few times and when a ticket is created by an end user everyone gets an email, but this one (1) Agent. I have a feeling it is because she clicked the link for " If you'd like to unsubscribe and stop receiving these emails click here . " Whether inadvertent or not, is there a way to reverse this or check this somewhere? I need to rule this out.

SIDE NOTE: She also isn't getting any emails from WordPress that uses different "Send From" email addresses. An example would be:

OSTicket System
Send From: support@business.com

WordPress
Send From: admin@business.com
Send From: support@business.com
Send From: employee@business.com

As an example. We also have a ticket with Microsoft to see if her email is not connecting right, doing a mail trace. I've done that and you can see all of the OSTicket Emails going to the team, but she doesn't appear. So there isn't even an error. That is why Microsoft thinks it is the application and not them.

    ballardingram

    Well being as multiple applications can send mail successfully but the recipient isn’t receiving it then that is definitely an issue with the mailbox or mail server. Check for any filters, check spam, etc. Otherwise you’ll have to contact your mail provider or mail administrator.

    A good way to confirm emails are actually being sent to this person is by checking the Sent folder of the system email sending the mail. If you don’t see any outgoing to her email then it’s actually not sending it to her. However if you do see it then it is definitely being sent just something on her side is blocking it.

    Cheers.

      13 days later

      Could your agent have blocklisted the emails in their email application?

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