Hi to All, Is it possible to send different emails with New Ticket Alert, to different agents? In other words, one agent has full information about the ticket and the second one has limited information.
Thank you
Konstantin
Konstantin1
No, each Department has its own Template Set (if none it uses the system default set). The Ticket's Department determines what Template Set to use. Since a Ticket can only belong to a singular Department only one template is used which means the template content will be the same for all Agents associated with the Ticket.
Cheers.
Thank you, Kevin
