Ah gotcha. Yeah, Users and Clients are synonymous. While Staff is usually referred to as staff. Hence my confusion. The Stale ticket alert is the alert generated when a ticket exceeds its SLA. It's called "Overdue Ticket Alert" in the Admin panel -> Settings -> Alerts & Notices. IF you navigate there you can see that your options currently are: Assigned Staff / Team, Department Manager, and Department Members. You should be able to create an account for your directors and add them to a Team or a Department should you want them to receive these notices (in this case I think Team would suit your needs). And then under the New Ticket Alert just do members.As a side thought maybe you could set the department manager to the "director" email and then add the current manager to as a member? (just a thought).You're very welcome for the replies, I try my best to assist everyone I can here. :)