Why wasn't I notified when a customer replied to a ticket?

WorkHub doesn’t send a notification when a customer’s reply is added to an existing ticket. The reply simply appears in the ticket’s Email tab.

Steps

1. Open the ticket and click the “Email” tab to see the latest messages.
2. Check your own mailbox too. Replies to emails you sent go to your own address, because that’s the Reply-To.

Good to know

• What does send notifications:
  • A new email ticket notifies the lead of the Inbox project (“New email ticket”).
  • A new web form submission notifies the lead of the form’s project (“New form submission”).
  • An email sent from a ticket’s Email tab notifies everyone assigned to the ticket.
  • A status change notifies the ticket’s assignees.
• Filtered emails (promotional, vendor billing, automated) never send a notification.