Ticket Notifications

We have been in situations where technicians do not get notified of history notes on ticket unless they are assigned to them. Our techs all have alerts enabled for tickets regardless if they are the ticket/account manager or not. Is there a way to fix this? It has put us in situations recently where the client may think we are not aware of what is going on with their request if/when they get another tech on the phone...

Thank you for asking. Email notifications about new History notes are indeed sent to the user either if they are the ticket manager or the account manager. A tech that is not assigned to the ticket or being the account account does not get notification about such notes. However, users can opt to receive ALL email messages from customers (though not history notes, except when being the Ticket or Account Manager, as explained above) for this they can enable this under tools options Tickets 2 tab It is a part of the email threading, I will take note about also sending notifications to additional employees, not involved in the Ticket directly. Thanks for asking.