Admin created ticket - no e-mail notifications

  • 21 April 2023
  • 2 replies

On-prem v22.4.45 b1
When an admin creates a ticket and sets the status to assigned when creating the assigned admin does not get any e-mail notification. I have ‘assigned to changes’ and ‘assigned’ status selected in Notification settings under General. The notification works when the status is changed after the ticket is already created ,e.g. ticket is created as new then changed to assigned status. I assume this is not sending an e-mail because it only updates on changes and this does not trigger when the ticket is created as already assigned. Is there any way to make a ticket that is created with the admin assigned and status selected send an e-mail notification?

2 replies

Userlevel 3
Badge +3



you should be able to create a routing rule for that.. or several



Userlevel 3
Badge +4


Are you expecting to receive a notification as an assigned admin or as part of an assigned admin group? The way the system is configured when you are making changes to a ticket such as status and so on, the system will not trigger a notification because you are the one making the changes. This means that there is no need to notify you about your own changes. 

If your scenario is different please specify the flow of events that you are experiencing. Thanks 🙂