Hi! First for all - great tool! I have a problem with the recipient of customer notifications.
From what I've figured out customer notifications are sent to the "From"-address used when originally creating the ticket. Correct?
We created an 'Email Ticket', choose Queue etc. However, since the "From" - email address (e.g. bugs@ourcompany.com) is the one in the queue mail there is a slight problem. When we close a ticket, a notification about change of status is sent. This however, get sent to bugs@ourcompany.com and then the ticket is reopened again. Something just don't seem right. I added a customer to the ticket thinking that the email address in the customer would now get the notifications. But, the notifications were still sent to the original "From" mail address. Maybe a little feature would be that ticket can be configured to have customer notifications sent to "From" address, email address in Customer connected to the ticket or both (i.e. both "From" address and Customer gets notifications)? Also, are there any plans to include notification for priority changes? Regards, Jimisola