Could it be possible that all the posts are sent to the assigned person ?
Yes, that's how it's supposed to work.
When you have a new ticket all category managers receive it so one of them can reply to it.
When the ticket gets assigned to a specific manager only that manager (and the client who submitted the ticket, of course) will receive email notifications. In fact, other managers viewing the ticket will get a message warning them that it's being handled by another manager.
If not could I suggest you to add this feature for the future devs ?
No. The way ATS works right now is deliberate.
Adding the ability for a specific category to always copy all managers is a recipe for disaster, especially combined with the Reply by Email feature. You'd get everyone replying to a single ticket which is... less than optimal, I should say.
The idea behind ATS is that you have a pool of support staff but one and only one of them is the assigned person to reply to the ticket at a time. If the ticket needs escalation you can re-assign it to a different manager (and they do get emailed about it).
If a manager wants to see all replies by the support staff the only way it can be currently done is by going into the list of tickets, which is sorted by last reply date descended, and view each ticket individually.
Nicholas K. Dionysopoulos
Lead Developer and Director
🇬🇷Greek: native 🇬🇧English: excellent 🇫🇷French: basic • 🕐 My time zone is Europe / Athens
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