Agent doesn't receive mail notifications

[Adrian Bass]

All of my agents are not receiving new ticket notifications within their projects. I did have them applied as customers to other service projects, but was able to get rid of that on all 3 project boards. Since doing so I have tested and they still have not received alerts. Any thoughts?

[Jack Brickey]

Hi @Adrian Bass , here are my thoughts/questions:

• are the agents receiving any notifications, e.g. issue assigned, customer comments
• check project settings > notifications and verify the agent is in a role that has the "An issue is created"
• recheck the possibility that the agent is listed as customer. Be sure to check any/all Organizations
• check project settings > people to see what role the agent has. it should be service desk team and maybe admin but not service desk customer