I don't receive email updates when a customer responds to a ticket

Issue symptoms

I'm not getting email updates when a user has a follow-up email. I only get notifications about the first email from my customers. I do not get notified about follow-up emails in the thread. 

Resolution steps

The default trigger, Notify assignee of comment update, is commonly used to notify the agent assigned to the ticket of any update. If you edit this default trigger or add another trigger of similar functionality, notifications may not send as expected. 

To resolve the issue: 

1. Identify the trigger on an example ticket that did not send a notification to the assignee.
2. Edit the trigger. 
3. Review the conditions and actions of the default trigger, Notify assignee of comment update. Make sure your trigger includes the action, Email user | (assignee), to send the assignee a notification. 

For more information, see the article: How can I troubleshoot my triggers?