PHPJunkyard support forum

Background:
HESK 3.5.2 with multi-language turned on (Italian as default), phpmail() to send and auto-assign is off everywhere.

Issue:
I have a number of agents in my team plus of course an admin.
All of the agents have exactly the same configurations in terms of Preferences, Notifications. Account type is staff and also Categories and Permissions are set the same.
In case a new ticket is submitted for example by a customer via the online form, all the agents and the admin are supposed to get an email of new ticket created. It only works if at least one of the agent or admin itself have English set as their language. If all the angents and admin are using Italian language in their profile no email is delivered (sent?).
On the other hand the customer gets as usual the notification that his/her ticket has been just opened.

What am I doing wrong? Might it be a bug?
I hope you'll have some time to take a look.
Thanks.

I can't seem to re-create this issue.

Perhaps it is an edge-case bug with a unique settings combination; to verify, can you give me access to your help desk and database (in private)?

I have sent a private message to you Klemen but it seems it stays in my Outbox under private messages and I don't think you'll get it.
I was able to send to you private messages in the past but right now looks like I can't.
Do you know why?
Thanks.

I did get both private messages and will look into it.

I believe phpBB shows them in "Outbox" until the recipient reads them.

Thanks for you help @klemen,
turned out you were right and the issue was on the hosting company side having a limitation on the max number of mail recipients. I had 11 agents and the max allowed recipients was 10. Having 1 agent with English language setting, indirectly fixed the "supposed to be an issue" but at that point the HESK was simply using Italian for 10 of them (1 email in Italian with 10 recipients, it works) and English for the last agent (1 email in English for him, clearly works).
That explained all.
Thanks again.