A week ago, we enabled the New Internal Activity Alert for Assigned Agent / Team (Btw, Last Respondent is only for staff or internal message can go to user?).
Today I was informed that agents dont get the alert and after some tests I found out that the alerts from internal activity are not send if the tickets are closed.
What we are trying to do is : A manager checks every closed ticket and if the reply of the assigned agent to the customer is not correct or half/false, manager adds an internal note so the assigned agent or agent last replied, will be informed and then go back to the ticket and send a correct answer.
we are using 1.10.4