I've currently been tasked with exploring the HelpDesk as a replacement for our current software.
I've been messing with the email alert templates, and I've been trying to find a way to send an email based on a state to a specific agent.
An example of what I'm looking to do:
User submits ticket, Agent A picks up this ticket and sets it's state to awaiting Approval, an email is then sent to Agents B & C for Approval.
Is this doable in the current system? If not, are there any plans to add a system similar to this?