that's great, but I think this feature needs a little more granularity. We want departments and their managers to receive new ticket alerts. And we want departments, managers and directors/someone-above-managers to receive the stale ticket alerts.it makes total sense for the team and manager to receive new ticket and stale ticket alertstheir bosses, however, only need to receive stale ticket alertsnew feature request? maybe each users has an "escalation" or "stale ticket" option, like team membership. Or, even better, a matrix for which departments (?) and which type of messages each user receivesIn the user screen
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New Ticket
New Message
New Internal Note
Ticket Assigment Alert
Ticket Transfer Alert
Overdue Ticket Alert
Department 1
x
x
x
Department 2
x
x
x
x
x
Department 3
x
Whaddya think?