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Emails to agents

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am trying to look into a request i had from a group in my system. They want to receive emails in certain cases below.

  • when a ticket is assigned to their queue (right now it only sends notification to the agent when the ticket first enters the system, so any tickets that are reassigned are not notifying)
  • when a customer replies to a ticket (i had thought this was happening, but i'm not seeing it.)

Can you provide guidance on how to accomplish this?
Version (include the version you are using, if applicable):

Code Snippet (add any code snippets that support your topic, if applicable):

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