Email not going to customer on first response

[ToddAschenbrenn]

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 watchlist during the first response and they also don't get it.  We then add a second response and the user gets it.

We have do multiple tests and we see this issue happen over and over.  When the email is received by GTA the sender is the customer in the incident.  The customer box during the response, the watchlist is checked during the response and the Hide from customer box is not checked.

What is the reason the customer is getting a notification on the second response but not the first?

[AshC]

@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.  

[ToddAschenbrenn]

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.

[AshC]

@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.