Not receiving alerts when requester responds to help@support.domain.com

RT Users
1

This system has been in place and setup by another user previously, however,
when a requester responds to just help@support.domain.com the ticket owner
or the tech responding to the ticket does not get any email alerts of
replies directly to that ticket from a requester.

So I’ll respond to a ticket via email, attach help@support.domain.com to log
my response and the requester receives the email, but when they only respond
to help@support.domain.com I do not get a notification unless they CC me
directly.

I know you can edit the people of the ticket manually to get alerts, but how
do I automate this process, so once a tech responds they will get future
alerts of replies to the ticket?

View this message in context: http://requesttracker.8502.n7.nabble.com/Not-receiving-alerts-when-requester-responds-to-help-support-domain-com-tp58883.html

2

This system has been in place and setup by another user previously, however,
when a requester responds to just help@support.domain.com the ticket owner
or the tech responding to the ticket does not get any email alerts of
replies directly to that ticket from a requester.

So I’ll respond to a ticket via email, attach help@support.domain.com to log
my response and the requester receives the email, but when they only respond
to help@support.domain.com I do not get a notification unless they CC me
directly.

You can make people automatically own tickets they respond to using
something like

Which is a generalization of the code that we use on our own RT

-kevin