@charles - Did some testing on this new feature:
- If I have other technicians reply (besides the tech its assigned
to), its hit and miss... some of their emails get sent out to the
requester, some of them get appended to the request with a lock
symbol.
- Sometimes the technician would reply via email and it
wouldn't send out. It seems to only work if the tech replies to
the very original email sent by the new ticket created notification
(The one that gets sent with: Alert
the following technician(s) by e-mail when a new request is
created.) or once the requester updates the ticket, and the
tech replies to that update email.
I think the implementation of this feature is half of what I
expected. I expected that any technician can email a reply (no matter
how they are notified and no matter who the request is assigned to)
and have it send to the update to the original requester.