So I have setup cron and emails used to work fine. Just noticed recently that when somone creates a ticket, an email is sent out to all the agents and a confirmation email is sent to the user who created the ticket. But when someone replies to that ticket, it is seen in the ticket but no email is sent out. Email diaognistic from admin panel works fine as well. Please advise. Also please let me know if more information is needed.

    viralvirgo But when someone replies to that ticket, it is seen in the ticket but no email is sent out.

    When an Agent replies to a ticket via email? Or via the SCP?

      11 days later

      When an agent replies to the ticket via email.

      Agents reply to a ticket via email updates the ticket as an Internal Note.
      Internal Notes do not generate emails to the ticket owner (User).

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