Did not get Email for subsequent thread messages: Page 2

Did not get Email for subsequent thread messages

KevinTheJedi

There is no setting to enable/disable Replies from Agents. That is only controlled in one place and that’s the dropdown above the reply box. Either your SMTP is failing for the mail responsible for sending replies, you have an issue with your Response/Reply email template, or there is an issue outside of osTicket.

Cheers.

muhammadriyas

KevinTheJedi Thanks,

muhammadriyas

KevinTheJedi Sometimes, users receive email alerts for only 1 out of 5-6 thread messages when the admin replies. if SMTP Fails All emails should not be sent to users!

Jsezze

Maybe you can try to restore the settings of email and ticket to the initial values, check the default values of email settings, use only one email as the default, and keep the others as -- system default --. This may make it easier to find the problem. better reboot the server together.

KevinTheJedi

muhammadriyas

If that's the case then you should have Mailer Errors in the osTicket system logs, or you will have relevant logs on the mailserver, or you will see the mail in the Sent folder of the email responsible for sending the replies.

Cheers.

muhammadriyas

Thanks, KevinTheJedi
I have checked the osTicket system logs as well as the relevant logs on the mail server, and there are no mailer errors recorded

Furthermore, I have tested the Agent/Admin reply process, and the user is continuously receiving 4 reply emails after each response from the Agent/Admin. However, after the initial replies, no further emails are received. Please see the attached screenshot for reference.

KevinTheJedi

muhammadriyas

and you cannot find the ones the user didn’t receive in the Sent folder?

Cheers.

muhammadriyas

KevinTheJedi Just to clarify, are you asking whether I cannot find the emails the user did not receive in the Sent folder?

If that’s the case, I can confirm that I’ve checked the Sent folder, and those emails are not present. Please let me know if I understood your point correctly or if further clarification is needed.

Thanks

KevinTheJedi

muhammadriyas

Yes. Just to clarify, you mean the users are not receiving replies the Agents are typing out within the help desk? Or are you talking about alerts?

Also, are you talking about sometimes it works and sometimes it doesn’t on the same ticket? If so is it different agents replying or the same one? What are the key differences between ones the user receives vs doesn’t?

Cheers.

muhammadriyas

KevinTheJedi
When a user submits a new ticket, both the admin and the user receive a 'New Ticket Alert' email notification. However, when an agent replies to the ticket, the user does not receive an email notification about the agent's reply. This issue persists with any further replies in the thread; the user does not get an email alert when the agent replies to the ticket. Right now, email notification are come sometime not consistanly.

KevinTheJedi

muhammadriyas

Then you must be seeing logs somewhere in the system, web server, or mail server. If mail fails to send it will be logged in one of those places.

Other than that we would simply need more information to go on. You could also debug the code to see at what point it’s failing.

Cheers.

muhammadriyas

KevinTheJedi Thanks,
I have thoroughly checked the system logs, including those on the web server and mail server, but I am unable to find any issues related to mail failures. Everything appears to be functioning as expected, with no errors or failed attempts logged.
Thank you for your assistance.

KevinTheJedi

muhammadriyas

The only reasons a reply wouldn't be sent to the user via email are:

The responding Agent sets the Reply-To dropdown (above the reply box) to "Do Not Email Reply".
The system was unable to add the reply to the Ticket thread; which is not the case otherwise you wouldn't see it in the helpdesk.
Any of this fails.
SMTP fails.
There is an issue outside of osTicket that's hindering the emails being sent.

You mail provider could also be very well rate-limiting or throttling outbound messages. Some hosts/providers have certain daily limits, etc. When in doubt reach out to your mail provider.

There are just too many unknowns here. You would need to investigate and debug deeper to see where exactly this is failing.

Cheers.

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