Agents not getting emails of new tickets, but getting all other emails

samk

We are no longer getting emails from new tickets created, but are getting notifications if we log a ticket (ticket opened) and stale jobs, and message alerts. this happened all of a sudden, all settings seem fine, there are no filters, or auto assignments in help topics

KevinTheJedi

samk

Check your alert settings to ensure the New Ticket Alert is enabled and has the appropriate recipients enabled. Then check the Ticket's Department settings to ensure the proper Alerts and Notices recipients are selected. If all else fails check both the default system email's and default alert email's SMTP settings to ensure they are correct and still connecting (save changes within the Outgoing (SMTP) tab with SMTP enabled to test the connection/auth).

Cheers.

samk

Weirdly, there were 3 agents, I deleted one of the accounts which was shared on a computer at the helpdesk not our office, and the emails have started up again. I have absolutely no idea what had happened. It may have had helpdesk@ as the email which is the helpdesk email that sends out all of our alerts.