Hey @lisa b13​ 👋

When a ticket is created and when the ticket state changes, it will trigger an instant email to the user to notify them of the change.

Any replies sent by a teammate in the ticket will obey the 2 minute rule and will send via email if the user doesn’t see the response in the messenger within 2 minutes. You must have this feature enabled in Settings > Email > Email Notifications for replies to send via email. Ticket state notifications will be sent regardless of this setting being turned off.