When an activity happens on a ticket then ticket subscribers are notified.
Email notifications will be sent for the following activities.
The customer replies: Email notifications will be sent to all the ticket subscribers.
The agent replies: Email notifications will be sent to all the ticket subscribers, except the person who sent the reply.
Agent adds a note: Email notifications will be sent to all the ticket subscribers except the person who sent the reply. The customer is never notified when a note is added.
All the attached documents to the ticket replies/notes will be forwarded with email notifications except when the size of the combined attachments is bigger than 10MB.