I know there are a lot of complaints about too many e-mails... but that's kind of par for the course on service delivery tools so no complaints from us. Our problem is a specific e-mail that doesn't get sent.
We have many tickets that auto-assign to specific users. In a case where one of those tickets is re-assigned for whatever reason the original assignee never gets a notice that they are no longer assigned. They have to actually go into the ticket (which they assume they are assigned to based on the e-mail), only to find out then that it's been re-assigned.
Is it possible to add an e-mail that goes out to an original assignee or task owner when they are removed from that ticket?
|What problem will this feature solve?:|
When an agent is removed from a task (assigned to another agent) an e-mail should go out to the original assignee so they will know the issue is no longer within their scope.