If a client emails in a support ticket and CCs an agent, if that agent is also assigned to that ticket, they do not receive the assignee notification (which is critical because it links to the ticket in Zendesk). Would it be possible to reverse this behavior? To not email the CC notification so that the assignee notification can go out per normal? Or would it be possible to add CCs to the conditions so we have more flexibility for pursuing the desired behavior? Something like sending out the CC notification only if the CC does not equal agent.
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