Notification not triggered for agent on email reply comments

[mania]

Hi,

We are currently facing an issue where the system is not sending notification emails to agents when a user adds comments via email reply, even though the comment is successfully getting updated on the ticket.

To address this, I have implemented the following:

• Created a custom event.

• Configured a notification triggered by that event.

• Invoked the event through an inbound action when the user replies via email.

If the “Send to event creator” option is not selected, will the notification still be send to the assigned agent (i.e., the responsible user of the ticket)?

Could you please help clarify this behavior and suggest if any additional configuration is required to ensure the agent receives the notification?

Thanks in advance for your support.

[Ankur Bawiskar]

@mania 

got it, my bad

so what debugging did you do from your side?

[mania]

@Ankur Bawiskar 

I have implemented the changes as shown in the screenshots and added the required logs.

The logs are working as expected; however, the notification is still not getting triggered.

Could you please help me on this issue? I would really appreciate your support.

Thansk!