A few of our users have started to report not getting the responses that we are sending out. I have checked the notification settings and nothing has changed. They seem to get the email notification when we resolve the ticket but not when we respond.
Hi, @Daniel Nile !
Welcome to the Community!
Maybe my question is simple and strange - are you sure that "respond" in your context is "adding public comments"?
If that - you should go to the "project settings" => "Notifications" => "Customer notifications" => "Public comment added" => "Edit" (check that it is enabled).
And check the recipients (field "to").
After that you should go to Customer's request and check their roles in it.
For you information, in the documentation you can check all available roles.
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