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osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now

Not receiving email notifications

Hello Guys,

When the ticket is assigned to Agent and Team, only the assigned Agent received the updates from the requester. Can you guys help me to make the assigned Team receive also the updates?

Here is a sample scenario:

Ticket #12345 is assigned to Me and to my Team

Update from OsTicket to Client: I'm not getting any notification from OsTicket when an update is sent to the client. The rest of my Team got the update.
Update from Client to OsTicket: When the client replies to the ticket, only me (as assigned agent) receives the update notification. Team members never get notified. 

osTicket Info:

Server Information
osTicket Versionv1.10 (901e5ea) —  Up to date
Web Server SoftwareMicrosoft-IIS/8.5
MySQL Version5.7.17
PHP Version7.0.15

Ticket Alerts Settings: 
New Message Alert
Assigned Agent/Team = Active
New Internal Activity Aler
Assigned Agent/Team = Active
Thank you,


  • Hi apanelo,

    By design OSticket only sends update emails to the staff member that the ticket was assigned to.

    Best regards,
  • Hi Nick,

    If that's the case, is it possible to edit the codes to notify also the assigned team? If so, can you please help me?

    Thank you,
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