osTicket isn't sending mails to users

killobs

Good morning, our osTicket is not sending an email to a user indicating that a new ticket has been created when the user sends an email to the department's email address. This results in the user not knowing their ticket number. What could be the reason for this error? Please advise.

KevinTheJedi

killobs

I would first recommend reading the Alerts Guide and see if all the proper settings are enabled and ensure that the alerts aren't disabled via System Email settings, Department settings, Help Topic settings, or a Ticket Filter. If all the settings and configurations look correct then make sure your System Email (responsible for sending the alerts) has SMTP properly configured for it so it's able to send out mail.

Cheers.