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Agent doesn't receive mail notifications

Adrian Bass January 15, 2024

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?

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Jack Brickey
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
January 15, 2024

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

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