Have you checked these first?
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Help us help you: include your environment details. We've made this easy for you. Use the Copy System Info button in Admin Panel › osAwesome › Diagnostics, then paste below.
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New Internal Activity Alert:
Status: Enable
Last Respondent Enable
Assigned Agent / Team Enable
When Agent (or Another agent) add to the public (owner) reply thread, don't working Agent/Team Assign Alert. Itś problem when multiple agents collaborate on a thread, no one is notified (but primary Assigned Agent).
I believe that is an alert setting you need to change.
Hi Dominik,
@rglfsucu is probably correct... there is likely a setting somewhere that you can enable to allow notifications to all of the agents.
I am an one man operation, so I have no experience using osTicket collaboratively.
And, either way, this is actually an osTicket question, not an issue with osTicket Awesome.
You'll chances of finding a helpful response would be a lot higher if you posted this question in the osTicket Forum.
I'll mark this as 'Resolved', but if you can still reply if you wish to.
Thank you for understanding.