Email notification sent twice to agent and customer

  • Resolved Chris.V

    (@chrisv234)


    2 years ago

    Hi,

    since the latest major update I have a weird issue. Every email notification is being sent twice.

    E.g. If a customer opens a new ticket, he will get the same email notification twice. The same goes for the admin.

    My settings regarding email notifications are:

    Support Candy -> Email Notifications -> Ticket Notifications -> New ticket customer confirmation -> General Recipients = Customer

    Support Candy -> Email Notifications -> Ticket Notifications -> New ticket staff notification -> Agent Roles = Administrator

    I have not add any additional email recipients anywhere.

    Thanks in advance for any help,
    Chris

Viewing 7 replies - 1 through 7 (of 7 total)
  • Plugin Support Milind Ighe

    (@miliighe)

    Hello there,

    Please check for the clone email notification and also check for the event type which you have selected for the email notifications.

    Thread Starter Chris.V

    (@chrisv234)

    Hi,

    I have reseted all the email notifications settings to their default values. I have not cloned any email notifications. The notifications I have are the following:

    • New ticket customer confirmation
    • New ticket staff notification
    • Reply ticket notification
    • Close ticket customer notification

    I am still getting the same email notification twice. However, I noticed that I am getting the email twice only when a client creates a new ticket. If I create the ticket for the client I only get the email once.

    • This reply was modified 2 years ago by Chris.V.
    Plugin Support Milind Ighe

    (@miliighe)

    Hello there,

    Thanks for confirming. Please create a ticket on our support page for further assistance as we need to debug more.

    Hi,

    I have exactly the same problem, did you find a solution ?

    Many thanks

    Plugin Support Milind Ighe

    (@miliighe)

    Hello there,

    Please check for the clone email notification and also check for the event type which you have selected for the email notifications.

    Thread Starter Chris.V

    (@chrisv234)

    @calyweb To be honest I didn’t have time to spare for further digging. However, I am inclined to believe that it has something to do with me being admin and the only agent.

    Thread Starter Chris.V

    (@chrisv234)

    I deleted the default admin email notification and added a new one only with my email in the “custom email addresses” field instead of using the “agent roles” email field. It seems to work.

    @calyweb?Can you confirm by reproducing?

    • This reply was modified 1 year, 10 months ago by Chris.V.
Viewing 7 replies - 1 through 7 (of 7 total)
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