​@ken.spickler we disabled the out of the box notification and set up an automator that looks at all types of replies and notifies the agent via a custom email we made.  It worked a lot better because it could cover all communication versus just “note added to ticket”.

​@ITMike I tried this but it doesn’t seem to be working. Surely something incorrect in my workflow automator. The one I have setup is as simple as “when ticket is updated by requester, send an email to the group”

​@ken.spickler notes don’t count as updates to a ticket you have to specifically call out the trigger to be notes added to , email received etc.