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Stale Ticket Alerts: Any way to send only these to managers? (Escalation)
We'd like to find a way to send only stale ticket alerts to a few key users (managers). We don't want them to see every new ticket, since the team should be working away to close those tickets. However, if an SLA is exceeded (read: stale ticket) we'd like that alert to be sent up the organizational chart.
Is there a way to send stale ticket alerts only to a collection of users without sending them regular ticket alerts?
Thanks in advance for your help