Can you drop 1 email when actions create dual email alerts
Hi,
All my calls are assigned to a group on initial arrival, as we have multiple groups and each has their own support email address. This works fine and an email alert is sent out to all the members of the group when a call is assigned.
Similarly I like to wherever possible assign the technician, and when assigning a technician they receive an email to tell them the call has been assigned to them personally.
I need ALL calls to be assigned to a group AND a technician for reporting purposes.
I have 12 groups each containing between 2 and 20 technicians, and as you can imagine we often get calls sent to the wrong support address, or even sent to the overall global address which does not assign anything to anyone.
Quite often I want to manually reassign a call (for example to a different group AND technician) but I want an email sent to the technician but NOT the group. Is this possible to achieve or can I request an enhancement for a hierarchy of alert rules?
Kind regards,
Dean Ryan
All my calls are assigned to a group on initial arrival, as we have multiple groups and each has their own support email address. This works fine and an email alert is sent out to all the members of the group when a call is assigned.
Similarly I like to wherever possible assign the technician, and when assigning a technician they receive an email to tell them the call has been assigned to them personally.
I need ALL calls to be assigned to a group AND a technician for reporting purposes.
I have 12 groups each containing between 2 and 20 technicians, and as you can imagine we often get calls sent to the wrong support address, or even sent to the overall global address which does not assign anything to anyone.
Quite often I want to manually reassign a call (for example to a different group AND technician) but I want an email sent to the technician but NOT the group. Is this possible to achieve or can I request an enhancement for a hierarchy of alert rules?
Kind regards,
Dean Ryan