Our support team is small, so we like keep an eye on resolved tickets.
Currently when ticket is resolved an email notification goes out to all agents, so they can review the resolution if necessary.
However, as a result if I resolve a ticket myself then I get a notification about this same ticket, which does not serve any purpose.
The solution I was given is to create a separate trigger per agent, which is a fine workaround for a small team. However, it would still be ideal to have an ability to notify all agents except for the one assigned to the ticket.
Please sign in to leave a comment.