When an activity happens on a ticket, all 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 users mentioned in the note. The customer is never notified when a note is added.
All the documents attached to the ticket replies/notes will be forwarded with email notifications, except when the attachment size exceeds 10 MB.