Manger wants to be notified on first reply to ticket
I have a manager that wants us to start manually replying to each ticket but he wants to get copied on that first reply. I've checked the box that he should be notified on any modification but that doesn't seem to accomplish this. Is there a way to automatically do this or will we all just have to manually CC the manager on that first reply? I would be OK if he would just all replies too, but that didn't seem to work either. He's wanting to see something like "time to first contact" by a technician and not by the automated messages. Any help would be appreciated.