Only send group notifications if no agent assigned
Would like the ability to NOT send a Group email notification when the ticket is assigned to an Agent. The entire Group doesn't need to be notified of this. This would really help to cut down on the number of email notifications.
4 people like this idea
Yes! This would be ideal to have fewer emails, so people pay attention to the ones they get.
In other systems, they had a notion of weighted emails that would temporarily hold emails and weight them so that if multiple emails were going out, only the most relevant one would go out -- in this case, an agent assignment would be weighted higher than a group assignment so only the agent assignment would go out. In our business, we have to make group assignments on all tickets as that is a metric for reporting but that causes emails to go out and a LOT of noise.