Why doesn’t the assigned technician get updates when another technician enters an update to a ticket? If the other technician enters a Private Note the assigned technician gets the notification. The assigned technician does NOT get a notification for the other update options (Email, Public Note, etc.). The assigned technician DOES get a notification for Customer Replies, whether it be from email or SMS.
Also, I do not see a Notification setting for this particular setup. It only has Ticket notifications for a “hidden comment” or if “Someone replied.” Shouldn’t there be an option similar to “if a ticket is updated by anyone other than me?”
I was just talking with Andy about this. My business partner and I opened the same ticket. I assigned it to myself and started typing a response. He assigned it to himself and started typing a response. I had no idea he was also working the ticket and he had no idea that I was working the ticket. Hopefully this can be improved all around with notifications if anything changes on the ticket while you are on it. Other platforms give you stops if you try to change a ticket that has already been updated by another user. This isn’t the first time this has happened, luckily I messaged him about the ticket and only I responded, but we have both responded before.
No, because this wouldn’t notify until after actions are performed. Currently, multiple people can view a ticket and change the assigned tech and nobody knows about it. They can also type out the response. Only time there is a live notification is if the response is sent, it will show the banner.
