Reply client to ticket not notification to agents

matalaaranya

Hello,

I can't get my agents to receive notifications when customers reply to a ticket.

I am using osTicket 1.18x

I have all the notifications enabled.

I mean the customer creates a new ticket, it is correct all the agents receive an email notifying them.

The customer replies again to the ticket adding a new data, this ticket has not been assigned to anyone yet (only to the support department) and no one receives this reply.

Using mail with oauth 365 mailbox excange plan 1 or as a shared mailbox with the same result.

The rest of the mails are sent correctly only this one I can't get it and it is essential for me.

Thank you very much.

matalaaranya

I have also done an install.lation from 0 to rule out any additions that could be affecting, I only have the auth2.0 plugin active because of the 365 mail configuration.

KevinTheJedi

matalaaranya

The only people who will be alerted of a new message will be the Last Respondent, Assigned Agent / Team, Department Manager, and Organization Account Manager. If you want the whole Department to be alerted you’ll have to make a Team, add all the Department members to the Team, and either Auto-Assign the Team to the Tickets upon creation or manually Assign the Team to the Tickets after creation.

Cheers.

matalaaranya

KevinTheJedi

I understand that this could be done with a filter? How should I do it?

Thank you very much

matalaaranya

I have made a team with all the members and also the department but still no one gets anything from the replies.

Can you tell me how to auto-assign the teams?

Thank you very much.

KevinTheJedi

matalaaranya

You can do it by Help Topic (Admin Panel > Manage > Help Topics > click one > New Ticket Options > Auto Assign To) or via Ticket Filter (Admin Panel > Manage > Filters > Add New).

https://docs.osticket.com/en/latest/Admin/Manage/Ticket%20Filters.html

Cheers.