Perhaps I'm not understanding something correctly here, but is the above possible?
Here's what I've tried:
No teams, but all agents added to department. All agents receive new ticket alerts, but do not receive new message alerts (only the department manager OR assigned team / agent does.)
Created a team, filled with all our agents, and then set Help Topic > Auo-Assign to Team on every Topic. The opposite is true now - the agents receive new message alerts, but do not receive new ticket alerts.
How does one receive both?
One 'trick' I can think of is to create a group in Outlook and add all our agents to that group, then make that group's email address the 'Department Manager', but I would like to keep the individual agent emails if possible instead of using a group like that.
Thank you all!
EDIT:
Doing some research, I came upon this thread: https://forum.osticket.com/d/96777-new-message-alert-new-ticket-alert-for-whole-department/5
Looks like what I figured was the suggested resolution. Is there no other way of accomplishing this task?
