Some comments on ticket not generating email notification to reporter

Glenn Taylor

Multiple comments added by the same agent do not result in multiple email notifications to reporter. 
Instead, only the first comment added results in email.
Additional comments added by agent (within several minutes of each other) do not result in email to reporter. 

We need to resolve this, as important follow-up comments are not being communicated to the reporter. Thanks!

Steps to Recreate: 
Agent adds comment1 to ticket. 
Reporter receives email notification as expected. 

Agent adds comment2 to ticket.
Reporter DOES NOT receive email notification as expected. 

Paul Krueger

The email handler batches messages in one-minute groups. I did some testing on our end and found that a one-off comment will generate a notification email almost instantly. Subsequent comments/actions were batched into 1-minute groups.

Have you confirmed your email client isn't grouping them into conversations and that any spam filtering isn't blocking based on rate-limiting or anything like that?