Notifications

[kali]

Hi All,

Whenever agent comment on hr case , system send notifications to the end users. End users replies back in the email it is available in the case but agents don't receive the notifications. Please suggest any way so that agents get notified.

[Ankur Bawiskar]

@kali 

this is OOB behavior. why you want agents to receive the notifications when end user replies

Did you check any OOB notification is triggered when case gets updated with end users comments? who are the recipients?

[kali]

@Ankur Bawiskar  agents will lose track if they dont get notifications about the case, no oob notifications get trigged.