I have been encountering some issues with email notifications not being sent out. Sometimes it’s a hit or miss if email notifications are sent, and there’s always a 2-3 minute delay if they are sent. A staff member, who is not an agent, has not been getting email notifications when a ticket is assigned to her team. She is the only person on that team. All of her email notification settings are turned on and other Teams are getting email notifications with no issues. She has received emails in the past, but I guess within the past two weeks or so it has stopped working for her. 

Now I will say that there is currently a bug with our site options that won’t let me save any changes, so as of right now all notifications are “turned off” because I was testing some rules and now I can’t change it back (very frustrating). However, that shouldn’t matter right? Because each user is able to override those notification options (which makes no sense to me as to why that is possible. I don’t think users should be able to override that.)  So if her notifications are turned on, she should be getting those emails.

I hope this made sense. I just can’t figure out what is causing this issue. Any thoughts? She is “staff” but I created a specific permission for her that allows her to work tickets, but I don’t think that would cause this issue. Any help is much appreciated. Thanks!