Hi - I have just begun using this product and am very impressed as it is quick, functional and intuitive.
The one suggestion (and apologies if this is something that can be done already) is that a Rep from our Team intially gets assigned the ticket. Later the ticket may well be assigned to another Rep, but there is a need to keep the previous Rep who owned the ticket and perhaps the manager (who will be a Rep on the system) informed by email as regards new private messages or replies to the customer. Alternately it may be useful for the Manager who is assigned as a Rep but not assigned the ticket in the system to be able to email selected multiple reps with new private messages or replies to the customer.
I hope that makes sense and I know it would make my job much easier!
Thanks
Mike H (Network Manager in an Educational Institute)
