Emails not being sent to staff

[chirpy]

I just upgraded to R3.

In my R2 version, an email was sent to the staff person (me) when a new ticket was received. (Ticket could be opened either by email, or by web.) I could reply to the email to answer the support request.

After upgrading to R3, the emails to me indicating a new ticket are not being sent to me. I can't figure out what to do in the config to get them started.

I know the email parser is working fine; I can create a new ticket by sending email, and it shows up in the right queue. But no notice of that new ticket is sent.

I reviewed the manual, and though it does a decent job of explaining what each config field is for, it doesn't directly tell me what to do. I have assigned myself to all queues. I also know email can be sent by Kayako; I can handle tickets via the Web interface, and when I post a reply there, the email is properly sent to the customer who opened the ticket.

Can anybody here tell me what I need to set?
RSVP
-jb

[SamuelLame]

I'm having this issue as well. Any ideas, anyone?

[mblendinger]

Go to Tickets -> Alerts on the staff webpage and create a new alert

It works perfectly for me with the latest stable ver 3.00.32

[internut33]

^---- That'll do it.

[ehoffman]

We only see alerts come in jagged spurts. Like if I post reply, and assign the ticket to Dave, he should get an alert. Nope. We are hoping for bulletproof in the enxt version.