Hi,

we have agents making support in a rotation schedule. The tickets are assigned to an agent associated to a team. if a customer replies the assigned agent receives a notification, but the initially assigned agent is probably not on duty. How can we notify all agents of a specific team, even if the ticket is not assigned to a team but an agent?

Example:

Mo: Agent A is on duty and takes ticket 1

Tue: Agent B is on duty, customer replies to ticket 1 -> Agent A is notified, but Agent B should be notified as well

How to achieve that?

Regards