How to restrict email notification to group agents based on Organizations?

Question

Hello Team,

There are "N" numbers of agents in a group and when issue is assigned then the email notification should go to particular agent based on the organization selection and the agent is part of that organization.

Example there is a group named "Invoice" and there are so many agents in the group. When we select organization "ABC" and if an agent is part of it then the email notification needs to be sent to the particular agent and other agents in the group should not receive.

How can we restrict this email notifications? Is there any Automation rule for this.

Any quick suggestions will be helpful.

Thanks

Jakeer_m2ia5n · Answer

Hai @Marcus Jones

Thanks for the answer.

But what we are trying to achieve here is. For example

Assignee Group is L1 Help Desk and there are two agents A, B in it.

A works on CITI Organization.

B works on HDFC Organization.

When Assignee Group is L1 Help Desk and organization is CITI then Assign name should only show A and B name should not be shown in Assignee field.

Similarly When Assignee Group is L1 Help Desk and organization is HDFC then Assign name should only show B and A name should not be shown in Assignee field.

How can we restrict the Assignees based on organization.

Thanks,

Marcus Jones · Answer

Hi @Jakeer - I have a different approach for you. Since we know that when an agent gets assigned to a ticket the agent gets notified (Assuming you have that turned on in your notification scheme), we should create an automation that

When there is a new ticket - Check the organization. If the organization associated with the reporter = Organization Y then assign the ticket to Agent A. You could do the same for any number of agents and orgs.

~Hope that helps!

Jakeer_m2ia5n · Answer

Hello @eugenio_onofre

My bad I haven't explained correctly.

There is a group named "L1 Help Desk" and there are 2 agents "A" and "B" in it.

When an Issue is assigned and if the Organization is "X" then an email notification needs to be sent to only agent "A"  if the Organization is "Y" then an email notification needs to be sent to only agent "B". Is there any automation rule to restrict sending emails between agents on selection of the organizations. Although the both agents are in the L1 Help desk group emails should be not sent to each others.

Note: We are not Hardcoding the values in the "Send Email" in the Automation.

Thanks,