Agent Notifications has not been received

To enable or disable default agent notifications, go to Admin >> Email notifications >> Agent notifications.

There are several reasons why email notifications may not be delivered:

Case 1: New ticket created notification email not delivered

This issue often occurs due to a parameter called auto submitted: auto-generated present in the headers. To troubleshoot this issue:

• Check logs in Sumologic using the agent's email address.
• If there are no hits, request a sample ticket ID and Subject from the customer for which notification is not delivered.
• Use the Haystack query "accountid" AND "subject" to search for the term "skip notifications."
  
  
  
  
• If this term is present, then the mailbox forwarding the email to the long forwarding address configured is adding the above parameters, causing the notification to be skipped.
• This is commonly added by mail providers to prevent automated email notifications, and it frequently happens in Outlook.
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Case 2: Any agent notification email not delivered

This issue occurs when there's a problem with the recipient server. To troubleshoot this issue:

• Get the agent's email address and check the logs in Sumologic.
• If it's a bounced address, use the Freshemail bot to clear the bounce.
• For other cases, share the logs with the customer (from_email, to_email, smtpid, messageid, timestamp) to check with their IT team.
• For any email delivery issues, check to make sure DKIM is enabled. For DKIM-enabled accounts, the category ID in Sumologic is typically 20 or 31. If the CID shows 2 or 3, it means DKIM is not enabled. Request that the customer enable DKIM to avoid email delivery issues.