Thank you for asking. Email notifications about new History notes are indeed sent to the user either if they are the ticket manager or the account manager. A tech that is not assigned to the ticket or being the account account does not get notification about such notes. However, users can opt to receive ALL email messages from customers (though not history notes, except when being the Ticket or Account Manager, as explained above) for this they can enable this under tools options Tickets 2 tab It is a part of the email threading, I will take note about also sending notifications to additional employees, not involved in the Ticket directly. Thanks for asking.
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