Why is email not triggering on this ticket

[joshmorris]

As you can see on the 16th a ticket was assigned to the group and Mark was @ in the ticket. He is also the email listed for the group so should get emails. However when checking the logs there was no emails triggered. Does anyone have any idea why?

[Ankur Bawiskar]

@joshmorris 

are you saying that user didn't receive the email when that user was mentioned with @ feature?

Did you check if that user is active and not locked out?

Did you check if that user has notification preference enabled?

If my response helped please mark it correct and close the thread so that it benefits future readers.

[joshmorris]

Yes they didn't receive it when @ and they also didn't receive it when the ticket was assigned to the group. The group email is set to his email address so it usually goes through to him. The user is active and not locked out. How do I check notification prefernece?

[Ankur Bawiskar]

@joshmorris 

like this

If my response helped please mark it correct and close the thread so that it benefits future readers.

[joshmorris]

Yes it is enabled