​@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.

That’s a common issue, Ken. Freshservice treats requester email replies as notes rather than updates, which is why your workflow doesn’t trigger. You’ll need to adjust the automator to look specifically for “note added” or “email received” instead of just “ticket updated.” Once you set that condition, notifications should flow properly.

I’ve run into this kind of logic gap before — it’s a bit like gaming mechanics. In Shadow Fight 2 (I share tips on shadowfite2.com), a move won’t trigger unless you execute the exact combo. Same here: the right trigger condition makes all the difference.