Issue with Email Notifications for Department members (agents)

abarca

Hi! I'm having an issue with email alerts for agents:

When I start interacting with a ticket (i.e., when I reply to it as an agent), I receive the emails; however, the other agents in the department no longer receive emails for either my response or the user's response. I want everyone to be notified by email at all times, not just the agent who decides to reply to the ticket. I have all notifications enabled, but the emails still don’t reach all department members. 🙁

Thanks!!

KevinTheJedi

abarca

Agents receiving alerts for Agent updates:
You must enable the New Internal Activity Alert. If you look at the possible recipients for the New Internal Activity Alert they include Last Respondent (last Agent who responded to the Ticket), the Assigned Agent/Team, and/or Department Manager. As you can see "Department Members" (all members) is not an option for this alert. There is no way to change this behavior.

Agents receiving alerts for User updates:
You must enable the New Message Alert. If you take a look at the possible recipients for the New Message Alert they include Last Respondent (last Agent who responded to the Ticket), the Assigned Agent/Team, the Department Manager, and/or Organization Account Manager. As you can see "Department Members" (all members) is not an option for this alert. There is no way to change this behavior.

Cheers.

abarca

In case it helps someone, I solved it in a different way!

Basically, I created an agent with the name of the department (for example, 'Purchasing Managers') and selected the local authentication option instead of LDAP. In the email field, I entered the department’s distribution list (purchasingmanagers@company.com). This distribution list includes as members all the agents who belong to the department. Then, I selected the agent 'Purchasing Managers' and set it as the Department Manager.

In the notification settings, I changed it so that only the Department Manager receives notifications (ensuring that all agents receive the notifications).

This user exists solely for this purpose, and no member has or will have the password to log in. They will continue using their personal agent accounts to solve the tickets.

I hope this solution helps someone! 🙂