Agent not getting emails for newly created tickets

[Chris Johnson]

I have a new agent, who isn't getting email notifications when a new ticket is created. I searched the documentation and verified the settings and it seems like they should be getting emails, but still, he isn't.

What am I missing?

Thanks,

Chris

[Ivan Lima]

Hey @Chris Johnson, there are a few possible reasons for it. As you may know, JSM sends notifications based on two different notification schemes, customer and internal. Personal settings also play a role in getting email updates for issue activity. Did you check that? What does the notification helper say? The notification helper will likely point you in the right direction.