Assign Support Tickets to new Dept & notification go to wrong Dept

[nmbeck]

I am trying to manage mulitple teams on a big project and worked out a system to manage client tickets. Here is the problem.

 

I created 2 departments one for bug tracking and one for data issues. Our client puts in support tickets through the "support department" the client portal. I get notification of the ticket, review and assign it to a new department, "bug tracking department" and person in the "bug tracking department."

 

Then a notification email goes out letting the department know that a ticket has been assigned to them. The Problem is that the email goes to the "Support Department" and not the "Bug Tracking Department". Then I reassign the ticket to the "support department" and an email goes out to members of the "bug tracking department" falsely informing them that a ticket was assigned to their department.

 

Any clues?

 

Thanks for any help!