We're evaluating Spiceworks as a ticketing system for our organization, but customers aren't receiving confirmation emails when they submit tickets or notifications when technicians reply. Is there a setting that enables these messages? If not, what other reliable free help-desk systems should we consider?
3 Answers
GLPI is a capable free alternative, though it may be more feature-heavy than necessary for a small organization. Another option is ServiceDesk Plus, which offers a free tier for up to five technicians.
Spiceworks supports automatic notifications. In Settings > Email Settings, enable user notifications for new tickets and replies. Also make sure technicians are responding publicly rather than adding an internal note. If messages still don’t arrive, verify the outgoing SMTP settings and check whether the receiving mail system is filtering them.
If the notification settings are already enabled, test the SMTP configuration directly. Confirm the SMTP server, port, encryption method, username, password, and sender address are correct, then check the mail server logs or spam quarantine for rejected or filtered messages.
Those notification options are enabled, but the test email still isn’t coming through. I’ll check the SMTP details and mail-server logs next.