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I just installed Hesk 3.1.2 and noticed that when replying to a ticket, no email gets sent to the customer. Is there a setting for that? It does send email when a new ticket is created and when I resolve the ticket, just not when I reply to one.

Thanks for the info.

Mike Murphy

Start here: When does HESK send email notifications and to whom?

If NO are arriving, go here: https://www.hesk.com/knowledgebase/?article=25

If some do arrive to some addresses, try here: https://www.hesk.com/knowledgebase/?article=99

I have checked all that. Emails do send as they should EXCEPT when the agent replies to a ticket, then no email gets sent. The article says:

Staff replies to a ticket: email is sent to the customer.

This is not happening. Email is sent when ticket created and marked resolved. No other time.

Mike Murphy

OK, I guess I hadn't tried everything. I set up the email to work with SMTP and now the email is sending for a reply to a ticket.

Thanks.

Mike Murphy