Not All Staff Members Receive Alerts

[karmedic]

Hi,

We have set up a new instance of eSupport and everything seems to be working well except that some staff members do not receive email notifications of replies by other staffers to a given ticket. We have 5 staff who all belong to the same department. We have an alert setup so that all tickets (assigned or otherwise) of all priorities, etc. send an email notification. 3 of the 5 staff members receive these alerts while the other two do not. I should note that all 5 staffers receive the New Ticket alert that we have setup (identical settings with the exception of the rule checkbox).

I have not encountered this with our other eSupport instances. Anyone have any idea where I can look to debug? All staff are configured the same under Admin CP > Staff > Manage Staff.

If you require more information please let me know. Any help is greatly appreciated.

[craigbrass]

Are the email addresses of the staff all via the same mail server (ie are they all @yourcompanydomain.com or are some of them on hotmail, some of them on yahoo, ect)?

[karmedic]

Hi Craig,

All staff member emails are a different domain (including the ones that happen to work) from the actual eSupport domain. So:

eSupport location: mysupport.com
all staff members: mycompany.com

Is there something specific about this configuration that could cause issues?


Thanks for your help.

[craigbrass]

So are you saying ALL emails of your staff come from the same domain (for example staffmember1@exampledomain.com, staffmember2@exampledomain.com).

I am trying to rule out it being a mail server product and proving it is a Kayako issue (which will get you a response quicker if you need to submit a support ticket).

[karmedic]

That's correct - all staff emails are at the same domain (eg, staff1@mycompany.com, staff2@mycompany.com, staff3@mycompany.com, etc.).

I just tried creating a new user to see if they exhibit the same behaviour - they do. Any replies the new user makes does not get sent to other staff members (although it will get sent to the client/customer).

[craigbrass]

Please submit a ticket linking to this forum topic. I think an investigation on your copy of Kayako will be required.

[karmedic]

Ok - thanks for your help Craig - much appreciated.

[craigbrass]

Your welcome.