V2.5.2 - Staff not receiving new ticket email

[hylian]

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Hosted on an internal web server on IIS 6, our V2.5.2 install is not sending the email to the staff when a new email ticket is created. It DOES send the email to the user confirming the ticket is submitted.

I have triple checked the email address spelling, dumped and installed a fresh install of 2.5.2 and still nothing. I've swapped the email addresses around and still nothing.

We have a 2.3 install on the same server and it's able to send the email to the staff fine.

I noticed a difference between the 2.5.2 config and the 2.3 - 2.3 has a line 'Support_staff_email' and 2.5.2 does not. Is this because the feature isn't included in 2.5.2?

I searched the forum and found other people had similar issues, one said doing a fresh install worked however I tried this to no avail. Someone also suggested it was because the account was auto-login - I disabled auto-login and the issue is still occuring.

Thanks

[Klemen]

Email notifications to staff members are included in all HESK versions.

Does staff receive any email at all? If customers are receiving them then there must be a local email delivery problem.

Note that HESK itself doesn't send any emails, the server does. Emails to staff and customers are sent (queued to the server) in the exact same way, so you will need check local email server logs for clues on what is happening.

Also note that if a ticket is Assigned to one staff member, only he/she will receive notifications, not all staff members.