No email notifications received
Responses to tickets are not being sent by email to the ticket requester. And/or no emails are being sent to technicians when new ticket arrive. Any clues as to why?
Whenever someone is not receiving something the first thing to check is the little " i " icon next to the reply in question (the icon pops up when you hover the reply with a mouse) and see if their email is listed in the "email sent to" list. If the user is there - means the problem is with the email server. If the user is missing (or nothing shows up at all) - that's good news, it means something wrong with helpdesk notification settings and can be easily fixed.
First of all, please make sure that you have email notifications enabled in the Email settings section on the Administration tab and in the submitter's user profile. Also, enable necessary email notifications: to technicians, administrators, ticket confirmation, closure, etc. – as you need.
Next, make sure your outgoing connection works (if you are using an external, non-JitBit) SMTP server. To do so, click "Send test message" in the SMTP server settings section of the Email settings. If the message doesn't go through or any errors popup, try adjusting your server settings and make the connection work.
If the test message goes through, please have the ticket submitter check their spam folder and make sure that the message didn't end up there. It's a good practice to add the support email address to contacts to prevent support messages from getting to spam.
Whenever someone is not receiving something the first thing to check is the little " i " icon next to the reply in question (the icon pops up when you hover the reply with a mouse) and see if their email is listed in the "email sent to" list. If the user is there - means the problem is with the email server. If the user is missing (or nothing shows up at all) - that's good news, it means something wrong with helpdesk notification settings and can be easily fixed.
First of all, please make sure that you have email notifications enabled in the Email settings section on the Administration tab and in the submitter's user profile. Also, enable necessary email notifications: to technicians, administrators, ticket confirmation, closure, etc. – as you need.
If email notifications are not received by technicians, please make sure that at least one technician is added to the category with the ticket.
Make sure the email-template for that type of notification is not empty cause this will cancel sending out the email. Remember that email-templates can be overridden at the category level.
Make sure you don't have automation rules with "Abort all further email" action.
Next, make sure your outgoing connection works (if you are using an external, non-JitBit) SMTP server. To do so, click "Send test message" in the SMTP server settings section of the Email settings. If the message doesn't go through or any errors popup, try adjusting your server settings and make the connection work.
If the test message goes through, please have the ticket submitter check their spam folder and make sure that the message didn't end up there. It's a good practice to add the support email address to contacts to prevent support messages from getting to spam.
If you're on the self-hosted AKA "on-premises" version check the Windows event log for any email related errors. For that launch "eventvwr.exe", choose "Windows logs - Application" log. If you see any permission warnings, playing with this setting might help: https://support.jitbit.com/helpdesk/KB/View/8224330
Also, if you're using the built-in mail server of the SaaS version - "Use Jitbit's Mail Server" setting is on - make sure you configured SPF for your domain: https://support.jitbit.com/helpdesk/KB/View/47052198-emails-from-helpdesk-are-marked-as-spam
If none of the above helps, please get back to us with further details: your helpdesk URL, the user that doesn't receive the notifications, the ticket number, your actions step by step and any errors or messages that you get. We'll try to resolve the issue as soon as we possibly can.
Finally, please note that users are not notified of their own actions, i.e. if you replied to your own message, you will not receive an email confirmation of that.
If none of the above helps, please get back to us with further details: your helpdesk URL, the user that doesn't receive the notifications, the ticket number, your actions step by step and any errors or messages that you get. We'll try to resolve the issue as soon as we possibly can.