Enable Agent Notifications for End-User Email Replies

[mania]

Hi,

When the “Opened for” (end user) responds to an email on an existing ticket, the reply is successfully received in the email thread and is visible in the Activity section. However, the assigned agent does not receive any notification for these responses.

The requirement is to configure the system so that whenever the “Opened for” user replies via email, the assigned agent receives a notification (email alert) in addition to the update being reflected in the Activity stream.

Can someone please help with this? It would be really useful.

Thanks!

[Rakesh_M]

HI @mania ,
There is OOTB notification Incident commented and state changed on incident table, make sure it is active and revert back if any changes are made.


If still the notification is not sent then make sure the recipients have a email ID on the user record.