Zoho desk not sending call reference to user

Zoho desk not sending call reference to user

Hi, 

I am using zohone desk and have setup the call logging email address but sadly users are not getting a call reference notifying them that the call has been logged also can't see the updated call when it is going through faces. My question is, is there a way that this can be resolved so that the users can know their call ref and who the technician working on call is?

regards, 

Moeketsi Ramathe
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