This system has been in place and setup by another user previously, however,
when a requester responds to just firstname.lastname@example.org 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 email@example.com to log
my response and the requester receives the email, but when they only respond
to firstname.lastname@example.org I do not get a notification unless they CC me
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?