Auto assign notifications

[jkrelic]

In the General Settings I have under the Auto assign area both Enable auto assign and Auto assign ticket to agent adding first public note checked. For the past, well since using LS, this doesn't seem to be working for us.

A ticket would come in, one of us agents would respond to it via email on phone but no notification would be sent to the other agents that a reply happened and that ticket would not be assigned to the responding agent. We have to log into LS and click the Pick Up button to assign it to ourselves.

When we reply though the LS client, it assigns it no problem but no notification to other agents are sent out that it was assigned.

What setting is being missed?

[Esben_D]

Notifications from Lansweeper will only work when the notes are sent form the web console. Therefore it is currently expected behavior that when you reply to an ticket from a mailbox and not the helpdesk, no notification will be sent.

When sending the first public note in the helpdesk (which causes the agent to be assigned to the ticket) You should receive a notification.

Do note that agents can turn off these notifications in the agent options as shown below: