Managers Not Receiving ESX Feedback Emails

Purpose

    This article explains why managers may not receive ESX feedback emails by default and outlines the correct process to notify a manager when needed.

Description

As per the current design, when a ticket is reviewed in ESX (ElevateSX), the feedback email is automatically sent only to the respective agent associated with the case. Managers are not included by default in the feedback notification workflow.

This behavior is expected and aligned with the product’s standard notification configuration.

How to Notify a Manager

If a reviewer would like a manager to also receive the feedback notification, they can manually include them by following these steps:

1. Open the reviewed case.
2. Click on the “Notify Team Member” icon.
3. Add the manager’s email address.
4. Include the relevant details in the message.
5. Send the notification.

This action ensures the feedback is shared with the manager in addition to the agent.