If you would like to be notified about any updates made to certain tickets that are not assigned to you or that you are not a part of, you can add yourself as a 'Watcher' by clicking on the star icon (or use the keyboard shortcut 'W') on the ticket page.

You can automate this by setting up an automation rule under Admin > Workflows > Automations > Ticket updates > New rule:

When an action performed by.. 


Involves any of these events: 

Reply is sent

On tickets with these properties:

In tickets > if Requester email > is > sara@acmecorp.com

Perform these actions: 

Send 'Email to Agent' > customize your email 

Alternatively, you can also add the corresponding agent as watcher under Actions.