Notifying Specific Agent Groups About Problem Tickets
How can I notify a specific agent group about problem tickets?
To notify a specific agent group about problem tickets, you need to customize the trigger's action settings. When setting up the trigger, under 'Actions', choose 'Other > Notify by > Group email | Support'. Replace 'Support' with the name of the agent group you want to notify. This ensures that the right team is alerted about new problem tickets.
For more details, refer to the originalZendesk help article.
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