I have created several Teams, each of them having a Team Lead. When a client opens a ticket regarding a Help Topic, it gets assigned to the corresponding Team, and email of New Ticket Assigned is sent to all members of the Team.
Is there any way in which only the Team Lead gets assigned the ticket and not the whole Team? and the email of the New Ticket should still be going to all members in the Team?
I have tried using Departments assigned to Help Topics instead of Team, this sends email to all members in the Department but leaves the Ticket unassigned. And if I try to set 'Auto-Assign To' feature to a specific Agent then no email is sent to the Department Members as the ticket is already assigned.