Greetings and good morning!
I’ve noticed that when a user puts a ticket in under the wrong group, and when I reassign the ticket to the correct group, it doesn’t initiate an email notification. For example, a user will put a finance ticket in incorrectly under helpdesk. So everyone in helpdesk receives an email notification. Then I go in and change the ticket category and team to Finance, but the notification doesn’t send Finance an email. It will however, if a user puts a ticket in initially as a Finance ticket. Is there something I can do to fix this so that groups get notified after a Category or Team change on an existing ticket?