I am looking for mods recommendations that would allow me to separate the notification settings for Assigned Agent and Assigned team... a bit like it's done over the "Ticket Assignment Alert"..
So for instance when there is a new ticket coming in or a new message on a ticket, I would like to be able to manage these settings separately.
Go to Admin panel -> Settings -> Tickets -> Alerts and Notices
New Ticket is handled by "New Ticket Alert"
New Message is handled by "New Message Alert"
These settings are separate.
The one that you have put the red box around is explicitly for Ticket Assignments.
ah damn, I wasn't clear...
What I mean/want is a mod to be able to have the split between Assigned Agent and Assigned Team for these other notifications settings ("New Ticket Alert", "New Message Alert", ...) like it is done for Ticket Assignment Alert.
New Ticket Alert's do not generally have an assigned Agent or Team, which i presume why it does not have that option.
Most of the rest of them it would make sense.
It is generally more of an "Assignment Alert". Which is both or neither.
Yeah, totally, I understand the logic 🙂
For New Ticket Notice, it makes sense for our scenario which I guess a bit unique... We automatically assign a team to certain tickets based on info from the ticket creator... just for watching/tracking purposes... (and the team doesn't need to be notified at that stage).