Can it be possible for us to create a trigger that will notify agents on '' Also Assigned to'' by email. Currently, we have created trigger that's doing that for ''Assigned to''. The red box as shown on the diagram are the ones not working. can you help please.
Go to the trigger. In the action, you should use a token for a custom field: {{Ticket.AlsoAssignedTo.Email}}
The token means "go to 'Tickets' list, find 'AlsoAssignedTo' column; since it's lookup column, go to the source list and find value in 'Email' column."