Thanks Nicholas for that quick answer !
In fact we received an E-Mail for the second post as well (I am sure about 2 of 4 Managers, ie. if 2 then all, isn't it ?).
This seamed to me as being a very logical behavior, as the system knows that the creator E-Mail was not one of the managers, but someone else in the database (the same E-Mail/Joomla account than the first post ?).
All our tickets are private by setup as all of our customers/companies are at least, all a competitor of an other one.
I have some companies that share their account between 2 or 3 persons/E-Mails in their organization (the aim is that everyone in the company can read the company tickets and their answers, ie. a sort of knowledge base for them). They share one of our account (multiple E-mails attached to one account).
My hope is that this behavior : if a customer (ie. not admin) E-Mail writes a post in a same ticket (ie same Joomla account writing) all the category managers will receive an E-Mail if the ticket is not assigned, is the one implemented. Could you please check this to be sure that this is the real behavior ?
How do the E-Mail templates work in Ticket System : Manager -new, -old ; owner -new, -old (the -private and -public is evident ????) ?
What is the E-Mail template used for the second post in a same ticket if it is the customer that writes it ?
Once the ticket is assigned the assigned manager (and only the assigned manager) will receive emails for all posts made by the client after the ticket was assigned.
I agree totally with you on this
Thanks in advance for your help,
WBR,
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