When a user replies to a ticket via email any collaborators(user not agent) doesn't receive the thread just copies of the original email.
stevesafepc
Care to further explain what you mean?
Cheers.
If you mean a user or CC replies via email and the other users/CCs only get that email and not an alert from the system that contains the full thread then you simply need to enable the New Message Autoresponder for Submitter and Participant:
Once enabled you can modify the New Message Autoreponse Email Template to include the Full Thread Variable (ticket.thread.complete or ticket.thread.complete.reversed).
ticket.thread.complete
ticket.thread.complete.reversed
