Why am I not getting email notifications from the OTRS Support system?

IMPORTANT: as a Support Facilitator, you'll need to create an approved contact for the email address in your email account. Otherwise, you risk the support notifications ending up in your spam box. 

The responses to members are sent via a gmail account, and don't have the same problem.

Also, be sure your preferences are set to get emails from the "support queues" you're allowed to answer.

1) Login at (also available at the top right of

2) Click "Preferences" (top)

3) Click to select the support queues you'd like to receive emails from.