Did not get Email for subsequent thread messages

muhammadriyas

We have installed osTicket, and when we created tickets for the first time, users and the admin support team received email notifications. However, no notification emails were sent to users or the admin for subsequent thread messages. Could you please assist us in resolving this issue?

KevinTheJedi

muhammadriyas

You need to have the New Message Submitter auto-response enabled:

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

Cheers.

muhammadriyas

Thanks KevinTheJedi I have already checked and confirmed that the auto-response is enabled. However, when the supporter sends a thread message, users do not receive an email notification.

KevinTheJedi

muhammadriyas

Wait are you saying when an Agent replies via email the users aren’t getting alerted?

Cheers.

muhammadriyas

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.

KevinTheJedi

muhammadriyas

Are they replying via email or via the UI? If via the UI then you need to check the From email above the Reply box and make sure it’s using a working email. If so check your system logs for any mailer errors.

Cheers.

muhammadriyas

Thanks KevinTheJedi Admin via UI Thread Message.

The problem with the ticket system is that users are not receiving email notifications when a new thread is started by the admin. Even though the email alert settings are correctly enabled, users are only able to see the new messages by logging into the OS Ticket system and checking manually. How can we fix it so that users receive an email notification when a thread message is started by the admin?
Here, Attached is the screenshot

KevinTheJedi
One thing, I changed the time zone settings to Asia/Dubai because the message timestamps should reflect our correct time zone. However, I’m investigating an issue where the time zone is still showing as Asia/Singapore. It appears this setting is coming from the Database Information and Usage configuration.

KevinTheJedi

muhammadriyas

Above the reply box you’ll find the From email. This is the email used to send the User the reply. You need to check your system logs for any mailer errors. If none you need to go check the SMTP information for the system email responsible for sending replies. Make sure SMTP is setup and properly configured and retest.

Cheers.

muhammadriyas

Dear KevinTheJedi 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, but not consistently. What could be causing this issue, considering the email setup seems to be fine?

KevinTheJedi

muhammadriyas

One is a reply and one is a message confirmation. Which one are you talking about specifically?

Cheers.

muhammadriyas

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.

KevinTheJedi

muhammadriyas

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.

muhammadriyas

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

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.

muhammadriyas

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.

KevinTheJedi

muhammadriyas

So you’re saying the email is sent (ie. is in the Sent folder) but the user doesn’t receive it?

Cheers.

muhammadriyas

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

Jsezze

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?

muhammadriyas

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.

muhammadriyas

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.

KevinTheJedi

muhammadriyas

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.