Hi Nils, Yes, on locked tickets, I understand the scenario which you describe and that should definitely occur. However, for an unlocked ticket, only the owner of the ticket gets the follow-up notification in my system. What happens if an agent goes on holiday? Do all the tickets where the agent is the owner now have to be assigned to a new owner? Or does the agent just close all his/her tickets (as I noticed follow-up notifications appear to all agents when tickets are closed)? Many thanks for your input.. Nils Breunese (Lemonbit) wrote:
To me it sounds pretty logical that only the owner of a ticket receives notifications for a ticket when it is locked. Otherwise our agents would be receive tons of notifications for tickets that they are not working on, and what is that good for?
Nils Breunese.