how 1 agent can send notification or note to another agent

[shivendra]

i have a requirement that some ticket which are getting by customer require approval by our another agent.

so is their any way to send that ticket for approval by our another agent internally.and after approving that ticket can get back to us.

[jojo]

yes, change the settings

Ticket::Frontend::AgentTicketNote###InvolvedAgent
Ticket::Frontend::AgentTicketNote###InformAgent

to Yes, and in the note screen you can now select agents with at least note permission on the ticket

[shivendra]

thanks,,,
i did it.
i send a note to another agent .that agent got it.

but that 2nd agent not able to reply back on that note.thier is no reply option for that 2nd agent.why?
where this can be enable?

[jojo]

he need to click on the link and reply via note

[shivendra]

which link?
You mean to say that on "note".means he has to create new note to reply.
Can't reply on same note?

[jojo]

in the notification should be a link to the ticket. Yes, he needs to use the note link/button in the Ticket Zoom to answer