External Recipients missing from new tickets

[nattivillin]

I am not sure what we did, but new tickets no longer add the default account contact as an external recipient.

How do we fix this?

[Support Team]

Email addresses should be specifically set to be added as External Recipients for new Tickets. Left to each email address (either of the main Account or to any of its Contact) you'll find a check box. Set it in order for that email address to be automatically added as recipient when new tickets are created to this Account.

Hope this helps.

[nattivillin]

Where is that check box?

[Support Team]

In case External Recipients are not added for tickets of any Accounts, then probably the following setting is disabled under Tools > Options > Ticket (Admin) tab:

/forum_images/ticket_recipients_settings.png

If this happen only with particular Account/s, please verify that customer email address exists under Email1 or Email2 field under the Account and select the following checkbox to add this email address to any ticket created to the Account:

/forum_images/default_recipient_for_account.png

[nattivillin]

it was in the admin ticket area, thanks!