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