Troubleshooting Missing Notifications

When an expected notification does not arrive, determine whether the event, eligibility, preference, or delivery mechanism is responsible.

Confirm the event

Verify that the ticket or activity change that should generate the notification actually occurred.

Confirm the recipient

Check ownership, team membership, role, or other conditions that determine who should receive the alert.

Review preferences

Make sure the relevant notification preference is enabled when the notification is user-configurable.

Review configuration

If notifications depend on automation or system settings, verify the applicable configuration.

Delivery issues

For email-based notifications, also review mail delivery, sender configuration, and provider errors.

Controlled testing

Create one known test event and observe the result.

Good practices

Do not change multiple notification settings at once. Identify whether the problem is generation, recipient selection, or delivery before making configuration changes.