Notifications not sent out for all agents in queues

[Sophy978]

Hello, this is a strange issue, I must be missing something somewhere, here goes:

(1) I have 3 agents assigned to a queue. All 3 have the same roles and belong to the same group. Only 1 agent gets new tickets notifications while the other 2 doesn't. I've compared their account settings and everything possible to make sure it is the same. Any ideas on this?

(2) If a ticket is created automatically from an email, notifications are sent out to some people but not all people in that queue (same as item 1), but if a ticket is create by Phone ticket, no notification is sent out for any of the the agents in the queues. However, if I assign the ticket to an agent, the agent does get notification.

I really need to get the notifications to work properly, any help out there or documentation I can reference? Thanks.

[crythias]

Only 1 agent gets new tickets notifications while the other 2 doesn't

Agent preferences. Appropriate queue(s) must be highlighted in "My Queues" and notifications Yes.

but if a ticket is create by Phone ticket, no notification is sent out for any of the the agents in the queues

Depends on whether an owner is assigned at creation. If so, nobody but the owner (unless owner is creator of ticket) would get notifications because they'd be locked out of the ticket anyway. If creator=owner, default says don't notify self. If no owner, "My Queues" and notification preferences win.

[Sophy978]

Thanks so much for the reply! That was it, I thought me being admin, each agent would get queue notifications automatically as I create their accounts, groups, etc. But I had to login as the individual agent and set their notifications to 'yes'. So now I know, I will include this as part of the training class. Thanks again! Now I can actually get the system ready for launch and create the documents and training.