Hello, It has been requested of me to set up notifications for both agents and customers in a particular group to notify of ANY changes to a ticket. The reason for this is that we have a user that just wants to follow along and be kept up to date via email. I am having a hard time picking out what “events” to use as a trigger. I can’t seem to find a reasonable definition for each of them so that I know what to include and what not to. Many of them are similar and in our version (3.3.8) there are even duplicates in the events list. There are two of ArticleAgentNotification and ArticleCustomerNotification each. Can someone please point me in the right direction as my google fu is failing me. Thanks in advance for any assistance! Justin Cole ECHO Labs LLC CONFIDENTIALITY NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message.