Upgrade turned off email notifications

[stacy1009]

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We upgraded yesterday to the most recent version of the software and everything went fine. However, with the version we had before, when a new ticket was created, an email was sent to specific admins letting them know that a new ticket was there and when we assigned it to a support staff member, a notification was sent out. It no longer does this and no notification is provided.

How do I turn that back on?

[Klemen]

Upgrade did not changes at all to email notification settings.

Are you receiving *any* email at all? If not, see
http://www.hesk.com/knowledgebase/?article=25

[stacy1009]

Look inside your Spam (Junk/Bulk mail) folder in case the emails ended up there.

They are not in the spam folder.

Turn Debug mode to ON in your HESK settings then submit a test ticket and see if you get any error messages.

No errors showed up.

Is your PHP mail() function configured properly? Does it allow sending mail o third party domains? Check with your hosting company.

It is configured properly.

Try sending mail using a SMTP server (see HESK Settings > Email tab).

This does not work. I sent out an email and they did not receive it.

Verify SMTP settings by clicking the Test SMTP Connection button in HESK settings.

"Success: Connection successful!" However, we do not use SMTP to send, we have it marked to PHP.

Also, make sure your SMTP email address is set as "From:" Email in your HESK settings (General tab).

It is set up fine.

Make sure your "From:" Email address in HESK settings is a valid and existing email address.

It is.

If nothing works consult with your hosting company and check if sending emails has been disabled (although SMTP should still work...).

It has not been disabled.

Do at least some emails arrive? If so, email sending is working, double-check your email address and SPAM filter settings.

The email to the user is sent out and received. Notifications to the administration that the ticket is there does not get sent out or received.

[Klemen]

If customer email is sent then email sending is obviously working. The exact same function is used to send out emails to staff.

Do you have "Auto-assign tickets" set to on or off?

Are you on a dedicated server/VPS and have access to your mail server logs (for example exim_mainlog)?

Is the "From email" setting set to a valid and working email address?

Could you try adding "From email" to your SPAM filter whitelist (never block)?

I would also recommend to try sending over SMTP again, just make sure that the "From email" setting is the same address as SMTP address (username).