Granular team assignment notification settings

YYeto
13 days ago
1 comments

Business problem

When automated rules assign incoming messages to specific teams, agents receive redundant notifications for both the initial message arrival and the subsequent team assignment. Currently, it is not possible to disable notifications for specific assignment actions without affecting other alert types.

Wished result

The ability to customize notification settings at a granular level, specifically allowing users to disable notifications for "assigned to team" events while keeping notifications for new incoming messages active.

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