If anyone can help, this would be great! I'm new to this forum but having a hard time getting auto response emails going to Agents. Let me explain the setup and concept. The concept, our IT Department does not have a large group, therefore having someone assign a ticket to an agent is not suitable for our environment. We would like when a ticket is submitted by a customer and they select the Department, all agents in the Department get notified of the ticket. I have created each department, added agents to the department, assigned the department an distribution email address with all agents in the group. Created Groups and Teams and assigned everyone accordingly. For testing, since this has not been released for Production use. I'm making my self a customer and open a ticket, selecting the help desk topic, when I submit the customer receives the email stating the Thank You for opening but the Agents do not get any email stating there's a new ticket. I even did an auto-assigned to the department but still no one receives an email. Please help in letting me know how to get this corrected so Agents received a notification when new tickets are opened.
