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    Shared employee

    We do not use an account manager but are using a Shared employee name as a default. How can we set this up to be a default without the email connector emailing every tech the ticket upon creation. We only want it to attach to a tech after they are assigned to the ticket. As it is now, email connection sends the first email to customer and every tech receives the email in their in box.

    Re: Shared employee

    Under Tools > Options > Tickets (Admin) tab you can select which employee will be assigned to tickets created automatically from customer emails.
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    In case you refer to all techs receiving the auto-response email - then there may be several reasons for this:

    1. The email address set for the shared employee being selected for such tickets is a mailing list - then - when the system sends an email to that employee it actually goes to the entire mailing list - if that's the case - do not use a mailing list.

    2. It is also possible that the email correspondence preference level for your employees is set to be involved in all email threads. This is a personal setting set by each user under Tools > Options > Tickets-2 tab.

    In case you refer to formatted email alerts that are sent to everyone on new tickets being created:

    3. Each user should visit Tools > Options > Alerts tab and verify that there did not receive to be notified about every ticket being opened.

    Hope this helps.

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