Support Widget not emails comment update or solved emails

6 Comentários

  • Brett - Community Manager

    Hey Scott,

    It sounds like your triggers you have set up may be the cause here. If you navigate to Admin>Business Rules>Triggers and select each of your Notify triggers you'll want to check to confirm these are not set up with the Channel>is condition.

    I've seen this occur if these triggers are reconfigured if the ticket has been created through the email channel

    Let me know if that's not the case on your end.

    Thanks!

    0
  • Scott H

    Hey Brett, 

    Thanks for your reply. 

    I had a look at the section under Triggers and there is no Notify triggers set up with the Channel>is condition.

    Would you have any other parts i can check?

     

    Thanks for your time

    Scott

    0
  • Brett - Community Manager

    Hey Scott,

    If your trigger contains the Channel>is condition and you'd like to receive an email notification regardless of channel then you can just remove that condition from the trigger.

    Let me know if that doesn't resolve the issue for you :)

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  • Brett - Community Manager

    Hey Scott,

    Sorry about that! I misread your previous response :-/

    If you check the events of your ticket does it show a trigger firing when the update occurs?

    I've linked our documentation regarding ticket events above.

    Let me know!

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  • Scott H

    Hi Brett, 

     

    Sorry for the late reply, I just saw your message. 

     

    I checked the events: only two notifications 

    Email notification Jeramie #3727442876XXX

    Email notification Mechelle Fox #372744287XXX

     
    Its not showing closed, or any updated comments 
     
    Cheers
     
    0
  • Brett - Community Manager

    Hey Scott,

    I'm going to bring this into a ticket so I can troubleshoot with you further. I'll most likely need to take a look at a couple of ticket examples as well as your trigger configuration.

    You'll receive a follow-up email shortly stating your ticket has been created. Feel free to reply back to that email with any additional information you may have.

    Thanks!

    0

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