Hello!

I am using osticket v.1.10.4 and I have problems with e-mails... I mean, we are differents agents and users, all of our agents are in the same team and dept, with all access but when any of us answer one ticket and the user feedback him, only that agents have an e-mail with that feedback...

At configuration -> tickets -> alerts and notification I have all checked.

The steps that we do are:
- An user open a new ticket. (every agent have an e-mail)
- An agent 1 answer him. (every agent have an e-amil)
- Same user feedback him (only agent 1 have an e-mail)
- An agent 1 answer him again (every agent have an e-mail)

What should I modify?

Information about our osticket:
Información del servidor
Versión osTicket v1.10.4 (035fd0a)
Servidor del Software Web Apache
Versión MySQL 5.6.40
Versión PHP 7.0.33

Your version of osTicket is old, you should really upgrade.
You mention teams, but teams do not appear to be needed since all your agents are in the same department.
Is the ticket assigned to the Agent that is replying?
What are your department settings and team settings?

I tried to do that at 1.12 versions but its still did the same.

The ticket (by default) is automatically assigned to the first Agent and I don't know how to change it..

About deptarment settings:

About team settings:

Try the first screen shot you sent.

It's works!

Now every agent have an e-mail when an user feedback us ?

Thanks you so much!

ntozier changed the title to [resolved] Missing e-mails.
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