I am looking to customize the the email notification received by agents for notes that are either forwarded to them or replied to.
There is currently (Within Email notifications/Agent Notifications) an option to edit the behavior of “Note added to Ticket” email notifications but not if someone were to forward a note, or if someone were to reply to a note. Making it very difficult to find the ticket being reference when viewing emails. Often leading to not knowing the ticket number or the ability to add other important custom information.
There is a similar issue with not knowing who added the note to a ticket based on the limitation of the email notifications.
