Email agent with ticket is reassigned?

  • Resolved lilpenny1316

    (@lilpenny1316)


    7 years, 6 months ago

    From time to time, an administrator will reassign tickets. The new agent will receive the email notification that the ticket’s been assigned to them. The original agent receives no notification so they are unaware about the switch. Is there a way to include the original agent on the notification email so they can stop working on the issue?

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  • Plugin Author awesomesupport

    (@awesomesupport)

    Hi:

    Unfortunately that feature isn’t available at this time. But maybe you can enable the secondary agent and put that prior agent’s info into that field. Then he/she will be CCed on all ticket actions.

    Thanks.

    Thread Starter lilpenny1316

    (@lilpenny1316)

    Thank you. I will give that a try.

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