Cuando un ticket se escala se requiere que se notifique por correo al propietario y al gerente, actualmente zammad tiene 4 opciones en ias notificaciones (Cliente, todos los agentes, propietarios y ultimo articulo de remitente).
That might be useful depending on the number of agents/tickets and the number of escalating tickets.
Two thoughts:
- If there are a lot of tickets escalating each day, the manager might get too much mails.
- Right now, zammad has no “manager role”. So implementing might be a lot work.
@hannes
Maybe it would make sense to add the function in the trigger to select a specific zammad user as recipient for mails?
That would make the trigger much more powerful because you could use it for various notification usecases.
I would support that idea.
Exacto lo que estaría bien es solo agregar la opción de elegir un usuario en específico.
As far as I know @dvnkln already made such an enhancement request to add specific user as receipient in triggered mails.
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