when an incident is opened, i am receiving 2 emails that are exactly the same at the same time. I am in a regular Agent group and an Escalated group. Could it because i am in 2 groups?
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We are having the same issue. Just started about a week ago.
Hi
We have 2 email notifications by default. One is for new ticket created and one is for group assignment. If you are an admin you will receive both. You can toggle off the new ticket created notification is you like to not spam the inbox. Hope this helps.
Cheers!
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