We are new to the Help Desk and so far we love it. One of the issues we are having is that when a customer (who is setup in the Help Desk as a "customer") sends me an email directly instead of to the Help Desk, I forward it to the Help Desk email so that a ticket is created. Of course, because I forwarded it, I now receive all of the email notifications instead of the actual user because it technically came from my email. That all makes sense.
The Issue is that I then go into the ticket and select the original user as the "Requester" so that the ticket is properly associated. What I would expect to happen at this point is that the user (now the requester) would receive email notifications going forward, but I continue to get all of the notifications and they receive nothing.
Is there a way to make it so that the new Requester receives the notifications to their email so that I do not have to try to keep them updated outside of the Help Desk?
You mean "Reporter", not "Requester" right?
If so, when you change the associated reporter, if his email is correctly set, then he should start receiving notifications message and you should stop, unless you assigned yourself as a watcher of the issue.
You can check under your Project's Notification and see if the Reporter of the issue is set to be notified by the system, if it's not, then that might be the problem.
Hope it helps!
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