Not getting ticket response updates

Have an exsisting OS tickets system with a Default email address for the main department called support.

Created seperate department called snags with different email address.

Sending email to the second department works.
Ticket get created and confirmed getting new support ticket has been logged.

The agents under the new snags department are not getting the responses with the content of the ticket.

Am I missing something? Want to split OS tickets so that multiple departments can use it.

The Email is setup snags@domain to the Snags department.

Auto-response is snags@domain and Incoming and outgoing is setup and working.

Can you further clarify?

Cheers.

Hi Kevin,

When you send a mail to the system.
The system send's you a auto-response with the snags@domain email.

But we want to receive a mail with the content also of the entire email sending to the agents under the department.
Not sure if this makes sense

Simply go to the Alerts & Notices section and enable the New Ticket Alert for agents. You can modify the template to add whatever data you want.

Cheers.

Already enabled the Ticket alert for agents. Please see below screenshot.

Uh, that’s the new message alert; not new ticket alert.

Cheers.