Issue symptoms
I'm not getting email updates when a user has a follow-up email. I only get notifications about the first email from my customers. I do not get notified about follow-up emails in the thread.
Resolution steps
The Notify assignee of comment update default trigger is commonly used to notify the agent assigned to the ticket of any ticket update. If you edit this default trigger, or add another trigger of similar functionality, notifications may not send as expected.
To resolve the issue:
- Identify the trigger on an example ticket that did not send a notification to the assignee.
- Edit the trigger.
- Review the conditions and actions of the default trigger, Notify assignee of comment update. Make sure to add this action to your trigger: Other > Notify by > User email | (assignee), to send the assignee a notification.
For more information, see the article: How can I troubleshoot my triggers?
2 Comments
There are some assignee's that are receiving the email notification on my team and some that don't with the trigger that I have set up. What would the reason be for that and is there a fix?
Hello Erin,
To check this, I would suggest Viewing all events for ticket updates to confirm that the trigger notification had run on the specific event when the assignee should have been notified.
If there is an "email notification" event going to the ticket assignee, and you don't see it in your inbox, you may want to check your spam folder if the notification was routed there.
Please sign in to leave a comment.