Ticket update notification

[jschlueter]

Currently the agent doesn't receive a email notification when a customer add information to the ticket. We have to monitor the Queue and wait for a star to show up. Is there a setting somewhere to turn that on so an agent does receive an email? Thanks for your help

[reneeb]

The agent should subscribe to the queue ("My Queues" in the agents' preferences)

[jschlueter]

Thanks for the reply. They are subscribed but when you pointed me in that direction, I see that each agent can say whether to receive messages on follow ups. This is exactly what I was looking for. I was just thinking it would be a system setting rather than having to check to settings for all agents. Thanks for the help.

[root]

Hi Justin,

This is just the default configuration. You can adjust the settings to your needs, e.g. activate by default or remove the possibility that agents are able to enable/disable a notification. Check out the Ticket Notifications.

- Roy