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Changing ticket to "resolved" is not emailing client

kparker

Am I missing something in setup?

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fluffy_midnight

kparker,

It's very likely that you don't have the prompt enabled to email the client on ticket resolution.

Make sure the 'Prompt Client to Confirm Ticket Resolution' is enabled within the Status Type of Resolved, here's a screenshot of the setting you're looking for:

If this is enabled already, whoever is resolving the ticket needs to be using the 'Save and E-Mail' when resolving the ticket.

-Midnight

kparker

That is already set correctly.

kparker

deleted the settings, saved, reset to what they were, saved. now seems to work :-)