I couldn't receive notification when customer create a new ticket

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thinhduckhoi
OTRS newbie
Posts: 1
Joined: 12 Jul 2016, 12:12
OTRS Version?: 5.0.7-01
Real Name: Khoi Thinh
Company: NHN

I couldn't receive notification when customer create a new ticket

Post by thinhduckhoi »

Hi everyone,
I've been trying to install and learn about OTRS.
I want to set up OTRS so every time the customer's create a new ticket, the agent could receive notification about that ticket.
For example, i have 3 agent user and they each user has their own email address.
So every time customer create a new ticket, each user could receive notification by their email.
I configured "Ticket create notification" and "Ticket new notification" to send to all 3 agents as well as "additional recipient email address" (just for tetsing).
But after creating "New ticket" on customer interface, i checked and didn't find anything being send to 3 agents's email as well as the additional email.
So what should i do now?

wheelshot
OTRS expert
Posts: 188
Joined: 15 Dec 2014, 20:49
OTRS Version?: 4.0.24
Location: QC, Canada

Re: I couldn't receive notification when customer create a new ticket

Post by wheelshot »

Hi,

OTRS works with agents subscribing to queues or services with their personnal preferences (small icon on top right of the menu bar) and all the notifications are already handled including the new ticket created from customer.

Have your agents subscribed to some queues or services?

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