All, I'm really struggling to tune alerts and notifications in our organization. We have multiple departments, with teams that cut across those departments. We also have several administrators. We regularly have notification emails sent with no clear explanation as to why based on the configuration and documentation.
My questions:
- If the ticket settings specify that an assigned agent/team, or an assigned departmental manager or member should get an alert, but the agent has notifications turned off for that team or department, does the alert still come? (In other words, does the setting in ticket alerts and notices override the setting the agent has chosen.)
- Do certain roles (such as administrator or manager) inherit additional alert and notification settings that are not immediately obvious? It doesn't appear so, but I wanted to check to be sure.
Thank you for any assistance!
