Users with gmail dont receive notifications when a their ticket is open /close

tbranquinho

Hey guys, we have a ticketing system in which we have users that dont have a company account so they use their personal emails to open tickets for different departments and they are using gmail. for outlook it works without issue.
They informed us that when they open a ticket by sending an email to our email account for example (itticketing@yourdomain.com) they dont receive the notification that the ticket was open/close.
what can we do to fix this?

KevinTheJedi

tbranquinho

Can you confirm all of the Alert settings are configured appropriately for such Tickets?

https://docs.osticket.com/en/latest/Guides/Alerts%20Guide.html

You should also check your Sent folder of the mailbox sending the alerts to see if you can see the emails that were sent. Some mail providers don't keep SMTP copies; but most do. If you do see sent mail then you can check the Sent folder to see if mail was actually sent and just not received on the User's end or if it wasn't sent at all. If not sent at all then it's likely due to your helpdesk/alert configurations.

Cheers.

tbranquinho

KevinTheJedi for the test that i´ve done, i´ve used my personal gmail account to send an email to itticketing@yourdomain.com, the ticket is registered on the osticket but no email comes that is open/close.
will verifiy the settings and will get back to you ASAP.