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The @mention feature is not sending emails

Hello, I'm having a problem with the @mention function. None of the @mention users get an email when mentioned in a ticket or a comment. 

2 answers

Hi @Chrystian_Soto 

Welcome to the community!

For this issue, I can think of a couple of issues to check:

  • For the people you mention, do they have permission to browse the specific issues?
  • Next, ask your admin to check the notification scheme to see if the users can be notified.

Best regards,


Chrystian_Soto I'm New Here Monday

Thank you for your help @Bill Sheboy I did review both options, and both are correctly setup. I'm currently reviewing the recipient's email settings since is not all users presenting this issue. it seems that outlook is blocking the notification's emails, sending them into quarantine and is taking a bit longer than expected for the "Quarantined message" to be shown.

I will update this thread with the appropriate solution notes. 

Thank you, have an excellent day, 


0 votes
Anneli_Arula I'm New Here Monday



We are having the same problem. Users do have browse issues permission. 





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