Missing Support Notifications

Problem

Admins are not receiving email notifications of support ticket replies.

Cause

This issue may be due to several causes:

  • The admin’s email address or other settings are incorrect.
  • The admin role configuration is incorrect.
  • The support department configuration is incorrect.

Troubleshooting

To troubleshoot this issue, check your admin configuration and support department for issues:

Check the Admin Configuration

To check the settings for an admin user:

  1. Go to Configuration () > System Settings > Administrator Users and edit the desired user.
  2. Enter a valid Email Address.
  3. Verify the admin’s Support Departments assignments.
  4. Check Enable Ticket Notifications.
  5. Uncheck Disable to ensure that that the admin is active.
  6. Click Save Changes.

Check the Administrator Role

To check the settings for an admin role:

  1. Go to Configuration () > System Settings > Administrator Roles and edit the desired role.
  2. Check Support Emails under Email Messages.
  3. Click Save Changes.

Check the Support Ticket Department Configuration

To check the settings for a support department:

  1. Go to Configuration () > System Settings > Support Departments and edit the desired support department.
  2. Make sure that the correct admins are selected as Assigned Admin Users for the support department.
  3. Click Save Changes.

You will need to do this for your other Support Ticket Departments and assign your admin to each of them.

Last modified: May 29, 2024