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    Solved Email to agent when customer reply to ticket

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    • A
      Alessandro Gabba last edited by

      Hi,
      the assigned agent doesn't receive email when a customer reply to a email ticket.
      All other email are receive correctly.
      The workflow are enabled.
      c822532b-76e1-4f4f-9ffe-dad8fa78f3fb-image.png

      1 Reply Last reply Reply Quote 1
      • Sanjeev
        Sanjeev developer UVdesk Staff mod last edited by

        @Alessandro-Gabba

        Have you checked if yours workflow have condition set for assigned agent should receive a email?

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        • A
          Alessandro Gabba last edited by

          This is the workflow setting.
          3d8d34c9-1deb-4858-addb-33deac7699c3-image.png

          peopleinside 1 Reply Last reply Reply Quote 0
          • Sanjeev
            Sanjeev developer UVdesk Staff mod last edited by

            @Alessandro-Gabba

            According to this workflow If agent is assigned on that ticket and customer reply on ticket then agent should receive email for the same.

            If agent not receiving the email then please do a change in your file and make a try.

            Locate path in your project:

            vendor/uvdesk/core-framework/Services/EmailService.php

            Open EmailService.php and reach to sendMail() https://prnt.sc/10b0koq .

            Add these line https://prnt.sc/10agjxs in your code from here.

            A 1 Reply Last reply Reply Quote 0
            • peopleinside
              peopleinside mod admin community specialist @Alessandro Gabba last edited by

              @Alessandro-Gabba usually when ticket is opened, if you don't have workflow that assign the ticket to an agent or group, the open ticket will be not assigned. Same for the reply, you have to check if an operator reply to the ticket if the ticket is assigned because also this can be managed by the workflow.

              Maybe you are not receving the email alert because the ticket opened or replied result not assigned to anyone.

              UVdesk passionate | Community moderator | External consultant

              If you need help with the community you can visit https://helpdesk.peopleinside.it/it/blog/uv
              You can always get in touch also with the UVdesk team
              https://support.uvdesk.com/en/

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              • A
                Alessandro Gabba @Sanjeev last edited by

                @Sanjeev Solved, thank you very much!

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                • Sanjeev
                  Sanjeev developer UVdesk Staff mod last edited by

                  @Alessandro-Gabba

                  Many such issues already fixed in master branch currently and will be reflect in next release.
                  Stay tuned with us on main repository https://github.com/uvdesk/community-skeleton of this project here soon we will release a new stable release with many fixes.

                  @peopleinside Thanks for your support and always helping others to solve their issues.

                  peopleinside 1 Reply Last reply Reply Quote 1
                  • peopleinside
                    peopleinside mod admin community specialist @Sanjeev last edited by

                    @Sanjeev thanks to you, without your team and your help no uvdesk will exist and also me wont' be here.

                    UVdesk passionate | Community moderator | External consultant

                    If you need help with the community you can visit https://helpdesk.peopleinside.it/it/blog/uv
                    You can always get in touch also with the UVdesk team
                    https://support.uvdesk.com/en/

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