We receive around 50-70 requests per month, and we would like to share all threads among a support team.

Specifically, I want to have the SDP notify all technitians in a support group by email even when requesters reply on the SDP, but I am struggling to do it.

I tried setting a distribution list address as the email of technitians, and this sure worked but gave me another problem, i.e., no notification is sent when a request is assigned (I did assigned the request to the other technican than the logged on technician and no mails sent to the distribution list).

Any other ideas to send an email to group of people when a requester replies on the Web?

Thank you.