KevinTheJedi I mentioned Time and reply Alert [#550489] Sometimes, users receive email alerts for only 1 out of 5-6 thread messages when the admin replies. I've attached a screenshot showing how the email alert is received. Occasionally, the email alert is sent when a thread is started.
Did not get Email for subsequent thread messages
Check to make sure your mail server keeps copies of sent mail via smtp. If so then check the sent folder to see if they are actually being sent just not received or if they aren’t being sent at all.
Cheers.
Test outgoing email you will know if it works or not
From Setting - Email - Diagnostic
Ensure the default template(HTML), default system email and alert email settings are correct, if there is a department setting, it needs to be checked in detail.
KevinTheJedi Yes, We’ve confirmed that our mail server keeps copies of emails sent via SMTP, and the emails are indeed being sent. However, it appears that the user has not received the email when the message thread was initiated.
Could you kindly assist us in investigating this further to ensure proper delivery?
Jsezze Thank you for your instructions. I have tested the outgoing mail, and it is working fine. Please find the screenshot attached for your reference.
So you’re saying the email is sent (ie. is in the Sent folder) but the user doesn’t receive it?
Cheers.
- Edited
If I can understand what you saying is: users can receive the email from osTicket but they do not receive an alert notification saying who already reply your question, please check your email. Totally the user get two emails for each conversation?
One is for alert notification and another is the content of the reply from the agent or admin via osTicket.
Or the user can not receive any email after the first alert?
KevinTheJedi Yes, the User does not receive an email alert when sending the thread message by Admin or Agent
PLEASE NOTE: I Already informed you Regarding the Time Zone Issue I Attached a screenshot Still showing Asia / Singapore
Dear Jsezze
Thank you for the detailed explanation and the screenshot users and Admin receive the initial alert notification when creating a ticket. However, after an agent or admin replies to the ticket, the user does not receive any further email notifications about those replies.
It appears that when an admin replies to a ticket, the user does not receive an email alert. The user is only able to see the reply by logging in and checking the osTicket dashboard.
To clarify, it seems there are two types of emails involved in this process:
Initial Alert Notification: This is successfully sent mail when a user creates a ticket. (Admin & User)
Reply Notifications: Users are not receiving email alerts when an agent or admin replies to the ticket.
This issue persists for all further replies in the thread. Despite the initial notification being received, no subsequent alerts are sent to inform the user of updates.
Could you please review the notification settings to ensure that reply notifications are enabled and functioning properly for ongoing ticket conversations? Your insights would be greatly appreciated.
Thank you again for your assistance.
Jsezze
I’ve shared our osTicket email alert notification settings with you for review. Please take a look and let us know if there are any adjustments needed to resolve the issue with users not receiving email alerts after an admin replies.
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.
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 Thanks,
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!
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.
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 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
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.
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.