Email ticket updates for manually entered tickets are not getting to users.

[khog14]

Hi all -
I'm setting up my helpdesk. I have email working and had success if a user initiates the ticket via email...but
if a user calls or IM's me with an issue and I enter the ticket manually - including them as the user they do not receive emails when I do a public reply in my update.

All my templates are configured and I do have email replies working in instances where the user initiates the ticket via email.

Is this by design? Or am I missing something in the configuration? Or is something broken?

Thanks in advance.

[khog14]

HI Brandon -
I've tried several searches but nothing comes up that is helpful. Perhaps I'm not searching correctly.
I guess I should contact support....

[brandon_jones]

Have you searched the KB database?

[khog14]

Unfortunately, Yes - even when I check the Agent initated check box.....
Do you think I should put in a ticket with support?

[brandon_jones]

Are you clicking the agent initiated check box when creating the ticket?