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Forum Discussion
Email not going to customer on first response
We have our system set up where users send an email an a issue is created in GoTo Assist. We add a response to the issue but sometimes the users doesn't get it via email. We add a user to the watch...
ToddAschenbrenn All members of a Watch List should receive notifications, including Customers assigned to the Incident. If you link a Customer before responding (separate task), then this should trigger the emails to them when changes are made.
AshC, I agree that is what it should do but we are seeing when it doesn't do that. If there is a way for me to send you a document I would be glad to take screen shots and send it to you.
ToddAschenbrenn We'll need to create a case for engineering to examine further. If you can gather the affected customer emails and incident numbers, we can look into it further. Please call Customer Support when you have a few minutes to document these.
