Solved Email to agent when customer reply to ticket

[Alessandro Gabba]

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.

[Sanjeev]

@Alessandro-Gabba

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

[Alessandro Gabba]

This is the workflow setting.

[Sanjeev]

@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.

[peopleinside]

@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.

[Alessandro Gabba]

@Sanjeev Solved, thank you very much!

[Sanjeev]

@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]

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