Any movement on this? We are using Amazon SES for email delivery
Can you see the outbound e-mails in your SES dashboard at all?
Hello
No we can’t
We just need a universal notification to the website admin, there is a new support ticket– that doesn’t seem to be happening.
When the admin creates a new ticket and selects a user as the creator, the user is not being notified that a ticket was created. See I am the admin, and I want to open up a new communication with a user via a ticket. The end user needs to be notified. I have all email settings checked. I dont believe an email is generated in this situation and I would really appreciate it if you could make that happen.
I’ll keep the discussion in the topic which seems more appropriate than Email notifications going to the wrong person.
So yeah, I see what you mean. This is actually not a bug, this is how things are supposed to work. The logic behind it was, for instance:
* Client calls, has a problem, agent opens a ticket -> notification is useless because client kind of “opened” his ticket by phone
* Agent replies and THEN client is notified that his problem was answered
Now, I understand that there might be cases where you open a ticket on behalf of a client and you want him to be notified. I will write this down in the roadmap and most likely add it to the core in a future release.
