I recently updated our odoo 15 and first thing we noticed that tickets are not appearing on Helpdesk any more even though the email notification is sent the assigned employees and the customer. when you check on the Helpdesk the ticket is not there. what could be the problem?
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You may want to check the log of such tickets by searching on 'ticket number' filter or from Setting > Technical > Messages type emails 'related document ID' field. You can open the document/ ticket from the message view.
- Likely the ticket is in a team other than that intended
- Maybe it getting into a folded stage
- Likely the user does not have access to team where the ticket is created hence not visible
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