what are the best steps to troubleshoot side conversation email issues?

Answered

3 Comments

  • Chris Bulin
    Community Moderator

    Hi @... I would start by comparing the events on a ticket that is working as you expect compared to one that you don't. That should give you an idea of what triggers or automations are firing on each ticket and you can check the missing ones to see if there is an exclusion or inclusion that should be changed.

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  • Hillary Latham
    Community Moderator

    Hey Chris - I'm troubleshooting the native functionality that comes with side conversations, not any additional triggers.  Emails should go out to all those listed in a side conversation without any triggers, yes?  What do I do when someone isn't getting emails, but only for some tickets?

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  • Chris Bulin
    Community Moderator

    Hi Hillary! I don't see anything in the documentation around this. I did bring it up in Moderator Slack to see if anyone else knows a way to troubleshoot this.

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