Hi,

I am running SDP Cloud, and am trying to find where to configure the option for any reply goes to a group, not just the assigned technician.  We are getting a huge number of tickets, so often people are chasing up a request before it assigned to anyone.  As the manager, I also want to keep on top of replies from requesters to other technicians within my team.

I can't find an option other than emailing the assigned technician.

If someone has any ideas, assistance would be much appreciated.  This is causing a lot of problems to slip through.