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Topics started by houston_vargas

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H
Contributor
houston_vargasContributor
posted in Archives - Freshdesk

Ability to receive email notification for other agent responses

Exchange between Agent A and Customer A, for any interactions it's normal for Agent to receive email notifications for customer replies.However, Agent A is no longer on shift to respond to Customer A. Later, during Agent B's shift, a reply comes in for Agent A then Agent B takes over but Agent A is still assigned. Agent B replies but no email notifications are sent and the ticket is set to waiting status. Agent A has no history and assumes that the customer has not replied back in that time frame. The workaround is to either reassign the ticket or to set an observer rule for all replies. The problem I see here with the observer rule is that there is, quite a bit more email spam and no way to prevent emails from coming in from self assigned tickets responses. Is there something we are missing in order to get regular agent response emails (non-note emails) from non-assigned agents?

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R
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6 years ago

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