Our developer agents are also complaining about too many email.
The ootb Group notification “Ticket Assigned to Group” can be better targeted.
Currently when a ticket is assigned to a Group + Agent, all members of the Group get an assignment notification even though the ticket is already assigned to an Agent.
All members should be notified only if the Agent field is empty, but in the case this is not empty why “spam” all members?, this will reduce email and improve perception of the Freshdesk tool.
Mikael
