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Contacts do not get mail through JSD created Tickets

Hi.

When you open a support ticket via JSD by clicking "Create":

image.png

And then add contacts as a "Reporter" or as a "Participant". If you then send any messages via the ticket, none of these contacts seem to receive any messages sent out. 

 

They get the automated response set up in the settings but none of the messages that follow. 

 

We have to send an email to our support email address then edit the case created from there.

 

Is this a bug?

1 answer

1 vote
Jack Community Leader Sep 17, 2020

you should use "Raise a request" not "Create"

if you use Create you must set Reporter AND the Request Type

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