When an activity happens on a ticket, all ticket subscribers are notified. Checkout the article on
Email notifications to see for what activities emails are sent.
Users are marked as subscribers for the ticket when the following activities are performed:
The customer creates a ticket. This adds the customer as a ticket subscriber.
The ticket is assigned to an agent. This adds the agent as a ticket subscriber.
An agent or a team member adds a reply/note to the ticket. This adds that agent or the team member as a ticket subscriber.
An agent or a team member mentions other team members. This adds the mentioned team members as ticket subscribers.
An agent or a team member performs any action on the ticket like changing the priority or adding a tag. This adds the agent or the team member as a ticket subscriber.