Notify Technician Group of Requester Response when ticket is unassigned.
If we have a ticket that is not assigned to a technician, how do we notify the group that a response was submitted by the requester? We have technicians who will respond to tickets but not assign themselves to the ticket because they are doing diagnostics to see what needs to be done to resolve the issue. I would like the assigned group to be notified only if the ticket is unassigned.