Hi,
I'm a little confused how to use the reply email function in the ticket. By default only the owner is there plus the contributors.
However what if I want to send only for contributors and assigned agent? Is the notification (emails) go out only to those from the "Internal note"? Or how we can manage to make a difference between external and internal workers?

10 days later

I'm confused about what it is that you want to actually achieve...

There are several types of communications for one ticket.

  1. Agent/collaborators with the customer/user - email
  2. Agents and collaborators among themselves - email
  3. Only internal notes

how can i archive this?

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