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osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now

Alerts not being received by Team Members

Here's the scenario:

If a ticket is assigned to a Team, every team member is receiving the alerts. Once the ticket is picked up by one of the team members, the alerts will only be sent to the assigned agent. Can you help me do it in the back end that the alerts will still be sent to the team members even though it's assigned to an agent?

TIA.

Comments

  • This is normal behavior for osTicket. 

    You could disable Claim on Response, and the ticket would stay assigned to the team, and not the responding agent. If the ticket is claimed by an agent though, the alerts stop going to the team again.

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