Hi John,
This is a default behaviour of the system.
On Admin --> Auto Responses You have "default follow up" . Make
sure it is active.
On Admin --> Agent Notifications you have " Agent::FollowUp"
customize it.
And last : on Admin --> Agent Management change " Ticket follow up
notification:" on agent profile (the one you want to set up the alert on
new follow up of ticket).
On my config, I chosed Ticket follow up notification: "My
Queues or My Services"
Cdt !
Placide
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Today's Topics:
1. E-mail notification alert (John Koch)
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Message: 1
Date: Mon, 7 Sep 2015 12:06:00 +0200
From: John Koch