Notification Not Being Sent

It appears as though notification are NOT being sent when replying to comments from TD emails. The original person Wayne wasn't notified when Krystal replied to his comment from Outlook. The comment was processed through our TDReplies email account. The comment made it to the ticket, but no one not even the original person was notified. Is there a way to see if TD sent the email notification? 

Tags notification feed 8-6-2
Asked by Vernon Ferrell on Tue 11/18/14 2:51 PM
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Answer (1)

This answer has been marked as the accepted answer
Drake Sigler Tue 11/18/14 3:03 PM

Hi Vernon,

Apologies for the delay on this one! It looks like your email was moved to our unsuccessful folder since you forwarded a ticket from your system with the reply token still intact. 

In any case, when making a feed comment and notifying multiple people, replying to the original comment does not perform a "reply all" to all originally notified people, only the people on the reply chain. For example, User A makes a new comment and notifies Users B, C, and D. User B replies through email to A's comment, only A is notified. User C replies to A's comment, Users A and B are notified since they are both now on the reply chain.

We have a Knowledge Base article explaining this in further detail. You can find the article here:

Apologies for the confusion! Please let me know if you have any further questions or if there is anything else I can do to help!

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