Issue with Ticket Replies Sending to All Emails

  • Resolved beyondthreadsltd

    (@beyondthreadsltd)


    2 years, 3 months ago

    Hi Support Team,

    I hope this email finds you well. We’ve encountered an issue when responding to tickets – our replies seem to be sent to all email addresses associated with the ticket. This is causing some confusion among users. Could you please investigate and help us resolve this issue at your earliest convenience?

    Thank you,

    The page I need help with: [log in to see the link]

Viewing 9 replies - 1 through 9 (of 9 total)
  • miliighe

    (@miliighe)

    2 years, 3 months ago

    Hello there,

    Thanks for contacting us. I hope you are doing well.

    Please check the recipient of the Reply Ticket Email Notification at Support > Email Notifications > Ticket Notifications > Reply Ticket > Check Recipients.

    If this does not resolve the issue then please create a ticket on our Support Portal.

    Thank you.

    Thread Starter beyondthreadsltd

    (@beyondthreadsltd)

    2 years, 3 months ago

    Hi,

    Thanks for your quick response.

    I have attached screenshot of that setting please let me know if I need to change some setting from this.

    Screenshot – https://ibb.co/DMYQ27q

    Kind Regards.

    miliighe

    (@miliighe)

    2 years, 3 months ago

    Hello there,

    The given screenshot is not opening.

    Thank you.

    Thread Starter beyondthreadsltd

    (@beyondthreadsltd)

    2 years, 3 months ago

    Hi,

    Please check this links

    1. https://prnt.sc/l3qG49CaQG_m
    2. https://prnt.sc/R3fXwNYsHH4J
    miliighe

    (@miliighe)

    2 years, 3 months ago

    Hello there,

    In the second screenshot of Reply Ticket Notification, you can see that there are two recipient those are Assignee and Customer. if you want different notification for Assignee and Customer then you can create new notification from Support > Email Notifications > Ticket Notifications > Add new > Create new reply ticket Notification > Add Assignee to the recipient > Add a condition “Status equals to Awaiting Agent Reply”.

    Now remove assignee from the old notification, check the issue once again and let us know the result.

    Thank you.

    Thread Starter beyondthreadsltd

    (@beyondthreadsltd)

    2 years, 3 months ago

    Hi,

    But my concern is when we reply ticket that reply automatically going to all email which is registered as user on my wordpress.

    miliighe

    (@miliighe)

    2 years, 3 months ago

    Hello there,

    This is weird issue. Please create a ticket on our support portal for further debugging.

    Thank you.

    Thread Starter beyondthreadsltd

    (@beyondthreadsltd)

    2 years, 3 months ago

    HI,

    I just created ticked on your support portal.

    I would like to know how can we remove this border from this ?

    Please have a look at screenshot for reference – https://prnt.sc/VkBwOOO2TrsZ

    Regards.

    miliighe

    (@miliighe)

    2 years, 3 months ago

    Hello,

    It is not possible to remove that border due to technical limitations.

    Thank you.

Viewing 9 replies - 1 through 9 (of 9 total)

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