User Group + Template problem - notification email

[robertofl]

Hi there!

I have two template groups in my SupportSuite deployment: internal and external, and two User Groups with the same names, each one associated with one template group.

I'm experiencing some problems with the notification message that the customers receive when they open a ticket or when some answer is given by the staff. Users from the internal division receive that message, however, users from the external division don't receive. I don't believe it's a mail server problem, because users from the internal division receive messages normally and the staff receive all alerts configured.

Has anyone experienced this issue?

Regards,
Roberto Ferreira <roberto@carreira.com.br>