Send email notification to more than one support rep
Hi,
We have the following issue: When one of our support reps is unavailable (vacation, illness, etc.), we need to keep track of his tickets, in particular we need to know when there is a reply to his tickets.
What we would ideally want is: I would like to be able to configure that email notifications (such as "There is a reply to ID xxx", "ID xxx has been reopened") are send to the assigned support rep plus an additonal support rep.
This is apparently not possible in SupportCenter Plus, or is it?
Is there any other way that I can keep track of incoming emails send to the tickets of the support rep who is currently unavailable?
What we are currently doing is: I have an extra view for the requests that shows me all pending requests of this support rep and I sort the view to show what has been last updated. This means that I have to check this view several times a day. I would much prefer to get an email notification right when the reply comes in.
Do you have any other ideas?
Thanx and regards,
Susanne
We have the following issue: When one of our support reps is unavailable (vacation, illness, etc.), we need to keep track of his tickets, in particular we need to know when there is a reply to his tickets.
What we would ideally want is: I would like to be able to configure that email notifications (such as "There is a reply to ID xxx", "ID xxx has been reopened") are send to the assigned support rep plus an additonal support rep.
This is apparently not possible in SupportCenter Plus, or is it?
Is there any other way that I can keep track of incoming emails send to the tickets of the support rep who is currently unavailable?
What we are currently doing is: I have an extra view for the requests that shows me all pending requests of this support rep and I sort the view to show what has been last updated. This means that I have to check this view several times a day. I would much prefer to get an email notification right when the reply comes in.
Do you have any other ideas?
Thanx and regards,
Susanne