Actually, before I hit submit on the bug, it appears I hit another stumbling block. I'm trying to understand exactly what these events correspond too, because I'm having inconsistent results given my expectations. I created a test ticket after modifying our notification settings as I mentioned previously, and then followed up on the ticket before taking ownership of it. The intention being that our entire group should have gotten an e-mail noting that the customer followed up on the open ticket. So I have Event: TicketCustomerUpdate, State: closed successful, closed unsuccessful, merged, open, pending close+, pending close-, pending reminder, and removed. The Recipient is still "Agent (All with write permissions)". But, I'm not receiving notification of any of the followups. I started to assume it may have been a race condition with changing the State from new to open the first time, so I followed up a second time after it was "open". This didn't work, subsequent customer followups are not generating notifications. I changed the event to "ArticleFreeTextUpdate" just out of curiosity, still nothing. At this point, I'm completely lost as to what exactly is driving the Event (and why it's not occurring for me). And yes, not notification events are still set to valid.