Hello,

We would like to know if it is possible to have Shared Technicians/Support Groups on a request receive email notifications containing any new appended replies to the conversation?

I want to have the request's conversation thread viewable in the email notifications to eliminate the need for techs to go in the portal and view responses, rather than just checking their email inboxes. I tried using the "$LastConversationDetail" variable on the templates but it does not work as expected.

Alternatively, is it possible to make a custom trigger to automatically add the shared tech's/group's email address(es) to the "Email Id(s) to Notify" field when the request is shared?

I have attached a screenshot of our SDP version and build.

Thanks,

-Jillian