The scenario here is a bit particular wrt new message alert emails. The problem that I'm seeing is when a staff member replies to a ticket (so they "own it") and then that staff is placed on vacation, I'm unable to find a configuration that will send new message alerts to the team. As you can imagine, manual re-assignment is not scalable. The hope is that if customers update a ticket which was being handled by someone on vacation that any team member could pick it up without manual re-assignment.
