What I'm looking to accomplish is to have a new ticket created by a client. Then the new ticket alert email goes to a specific team based on the Help Topic. Then one person picks up the ticket and responds, but the whole team gets an email when responses are made by either the agent or client though out the whole process. That team member still owns the ticket, but everyone on the team can see the relevant conversation.What I'm getting is that the respondent to the ticket is the only one that is privy to the conversation after initial response.Also, I'd like new tickets and alerts to come from one email and responses to come from another. I haven't been able to figure this out yet.Thanks,Scott