[TopeeGuy]

Originally Posted by WhSox21

That's how it's suppose to work. Anyone in the usergroups that have access to the department where the ticket was submitted.

On every reply? Isn't that a little overkill? E.g. say a forum has 10 moderators, and a member places a ticket... then moderator number 7 replies to the ticket, 10 PMs are sent out telling every moderator that moderator 7 has replied to a ticket? Is there really a need?

Ideally, I think it should run like this:

-Member places a ticket.
-Member receives a PM saying his issue will be dealt with shortly.
-All Admins/mods who are assigned to that department receive a PM saying a new ticket has been placed.
-Moderator 7 (of 10) replies to the ticket.
-Member receives a PM notifying him a reply has been made.
-Member replies.
-Moderator 7 receives a PM telling him Member has replied (no other Mod recieves a PM).
-Moderator 9 replies now to the same ticket.
-Member receives a PM notifying him a reply has been made.
-Moderators 7 and 9 (or if that cannot be done, at least just 9) receives a PM notifying an update has been made (no other Mod recieves a PM).

Etc.

What do you think?