By default, all of our tickets are assigned to a group call "Support" (which all of our agents belong to as well). If we don't assign a ticket to an individual agent, the "Notify assignee of comment update" trigger doesn't work at all. For example, if the requester updates the ticket, no notifications are sent out.
What should we do to notify the Support group when a ticket is updated for these group tickets? We tried adding another trigger that sends an email to the entire group, but that trigger is very noisy because it sends an email to the group even when the ticket is already assigned to an individual agent (because the agent also belongs to the group). Below is a screenshot of the group trigger.
Basically we just want the system to email the group only when the ticket is not assigned to an individual agent yet. If it is, then the group trigger shouldn't fire.
Please advise. Thanks!
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