You might be wondering why your staff members are not getting the notifications intended to be sent to them whenever say a new ticket has come in or an update was done to a ticket.
In most cases, the problem is due to either the mail server of the recipient is blocking the email notification from Kayako or the notification settings has been misconfigured.
If you are sure that your notification configuration is accurate, then we recommend checking with the recipients' email administrator to see if emails from your instance are getting blocked by their server. You may also want to advise them to check their Spam folders. Some spam filters may incorrectly capture or label emails from legitimate sources as Spam. If you are constantly having problems with other recipients receiving email from your instance, then you might want to consider setting up an SPF record to avoid your emails getting labeled as Spam.
Otherwise, check your notification configuration settings to determine if the right recipients were marked or added to it.
Navigate to Staff CP >Home tab > Notifications > Select the relevant Notification > Email Tab.
NOTE: You need staff access with "view and update notification rules" permission to view and update the rules.
From there, examine the recipients of the notification email.
- If you select the option "Send email to the ticket owner's Team", every staff member that belongs to that team (e.g., Administrator team) will receive the notification email.
- If you wish to limit the notification to specific users or staff members, you may use the option "Send email to other staff" and manually select the staff members you wish to receive notifications.
- Or, you may also enter additional email addresses in the field provided for 'Send email to the email addresses'.
For more information about this, visit the Setting up Email Notifications for Your Staff article.