Hi,

 

How do I setup so that the agents get notified by email when a new ticket is logged?   I have got the customer notification ok.  I have a queue and a group assigned to the queue.  Ideally, I would like to have one person in the group (team leader) notified and then he can assess the ticket and assign it to the appropriate agent. 

If there is no way to specify one agent to be notified, then I could create a team leader group and an agent group and assign the team leader group to the queue.  However, I still need to get the auto-notification working. 

Please assist.

 

Many thanks

Sajit