I'm not sure if this has been asked or I'm not able to search for the correct phrase.

I'm trying to figure out in v1.18 if its possible to have the Agent replies CC'd or BCC'd to the rest of the team when they reply in the Web interface. I did experiment with adding the Team to the collaborators field but that generated a bunch of duplicate emails (besides giving out our real emails to the users).

Example:
User sends in email.
Agent A picks up ticket and asks a question (from this point it looks like Agent A and User are the only ones who get the message and continue on).
What I'd like to happen is when Agent A replies, the comment goes to Agent B-Z(team) but not so the User sees the agent list (which seems to happen in the collab field addition). This would also include the status of the ticket (Open, Closed, etc. should the status change during the working of the ticket). I was able to the system to send the User reply to our Agents but still can't figure out the Agent side.

Sometimes our Jr. Agents say things not quite correct and it's good for the Sr. Agents to be able to see the replies (before the angry masses come to our door demanding Agent A's head). Or if the agent is out sick the other staff members could be aware of the issue so far by reading the messages without having to open the ticket and play catch up reading while the user is waiting.

    vjp

    You can use the Internal Activity Alert for this. Make sure you enable this alert and check the box for Assigned Agent/Team so it alerts the Assigned Team Members. You can then customize the Internal Activity Alert Template to your liking.

    References:

    Cheers.

      Sorry for the delay. I've just gotten back to this. I did indeed have the Internal Activity Alert turned on but then on your suggestion about the templates it did say it had an error in the variables (Some variables may not be a valid for this context. Please check for spelling errors and correct usage for this template. %{note.message}. (This is a straight out of the installer message).

      For testing I assigned the ticket to the Team and to myself but I'm still not getting emails to go to anyone else (other Agents).
      I have changed the variable to a few variables (like %{ticket.thread}) but still nothing so far.

      Any other suggestions?

        vjp

        You can ignore that error, it’s a small bug with that specific variable. What do the Department's alert settings look like? Is the Alerts and Notices section's Recipients setting configured appropriately? Is Alerts enabled for all the Agents in the Team (Admin Panel > Agents > Teams > click Team > Members > Alerts)?

        Cheers.

          I am seeing my Post from the Web-GUI being sent to my test users email address when I reply so the notification is going out at least.
          For the Department it is set at Department Members Only for Alerts and Notices. (The Department contains the members as well in the access screen).
          Under the Team I have the 4 members with Alerts check box enabled.
          So after checking that I was hunting the logs this morning. I think I found the culprit. I didn't realize the Alerts went out thru a different email than the notification email so that wasn't configured (but the messages weren't there prior to me playing with the settings you asked about).
          So now the alert part is working however the other testing agents are getting duplicate emails but that might be cause one of the "agents" is a distro as I set that up as something I saw in a different thread. I'll look into that one again and see if I can fix the duplicate emails.
          Also that bug you mention for the template is that variable still viable (note.message)? I used %{ticket.thread} but the agents don't like that. They just wanted to see the latest reply. I don't see note based variables listed in the Wiki.

          I think I've got most of my issues figured out now at least with alerts and such.
          Kevin thank you for the assist.
          I'm going to keep testing and updating stuff on the system to make sure it continues to behave.

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