Hello,

SCP has possibility to Acknowledge the Contact by email "When a request is assigned to Support Rep".

Due to our specific structure we need that system would inform the Contact only 1st time the Support Rep is assigned (it could be called "the first Support Rep who picked up the request"), but not everytime Support Rep changes.

We have Project managers who work in teams with assistants and our Contacts need to know Project manager only, but not the assistant (in that cases when project manager needs some technical assistance from his/her assistants).

Or have the ability (additional button?) "not to send notification when Support Rep changes" (similar to what SCP already has: "close without notification").