Hi folks,
We just realized that no one at our organization is receiving an email notification that there has been a response to help ticket.... is anyone else seeing this behavior?
Thanks!
Nicki
During the last few weeks we, too, have occasionally noticed replies from support not arriving as e-mails. In one case I was assured that the reply had been sent. In others, replies did arrive, but later than usual. I feel I must regularly check each ticket, especially active ones, directly on the "hello.tess..." site.
I never fail to receive the "friendly reminder" e-mails, though.
I've noticed the same thing over the last month, but just thought they were getting held up for hours in our email spam checks. I tend to just use the web portal most of the time, as you can't see the full email trail of the ticket in the emails either, which I find annoying if the tickets has had lots of back and forth.
Alison Lambert said:I tend to just use the web portal most of the time, as you can't see the full email trail of the ticket in the emails either,
Years ago we'd get the full conversation in each e-mail update, which I appreciated since I only needed to keep the most recent e-mail and always had the whole conversation. These days, I keep them all. (Grateful for big Outlook 365 mailbox limits these days :-)