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Is there anyone who can explain why this is happening?
When submitting an helpdesk ticket from webform, then the customer receives confirmation email properly but when you are sending the email to the email that is used in helpdesk team, the confirmation email is not reaching the sender. Although the chatter shows like the email has been sent to the customer.
is Email Alias setting in HelpDesk -> configuration -> helpdesk teams -> choose your team -> email alias at channels section correctly set ?
And make sure your incoming mail server is correctly configured
Working on Odoo UI side. Testing the helpdesk app. When I use the webform from the website to send the question ( as a customer) I get an reply that my ticket #4 has been submitted by customer care.
Now when I use the address assigned to Helpdesk team and send the question from email and not using the website form I don't get a confirmation reply by the odooBot in the helpdesk ticket shows me that the reply is sent to the customer.
Note by - an hour ago
1. Use the live chat to ask your questions.
2. The operator answers within a few minutes.
Can you give more details?