Email not sending to clients when ticket is updated.

Just getting the Web Help Desk setup and currently have clients only sending tickets via email.

Right now when they send an email to our itsupport@domain.com email it creates a ticket and then sends them an email that a ticket was opened.

But, when I make notes on the ticket or close or do anything on the ticket, no email is sent to them to relay this info.

Any ideas what I may have set wrong here?

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Accepted answers

pabely

The important thing here is "No Tech Group" this option might not apply, usually a Ticket is linked to a Tech Group through the Request Type.

Check Setup > Techs > Tech Groups > find the Tech Group linked to the Request Type in question > Expand the select the Tech Groups Levels Tab (middle one) > select Level 1 (you may have multiple levels) and checkout the flags in "Default Selected E-Mail Recipients"

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Ccessna

I may have found part of the problem, on the ticket under Recipients, Client is not checked.

But, in the Setup - Ticket - Options - Default Setting for E-Mail Recipients (No Tech Group) I have Tech and Client checked on this setting, but on the tickets when they come in Tech and Client are unchecked under Recipient every time. Shouldn't this setting default those to both be checked when a ticket comes in or am I misunderstanding the setting?

pabely

The important thing here is "No Tech Group" this option might not apply, usually a Ticket is linked to a Tech Group through the Request Type.

Ccessna

That makes sense now. It's working as expected now with the changes to the Tech group. Thanks