Yes, I confirmed the mail log, the manager did not get any alert mail.Manager gets alert when1. user raised a ticket2. When assigned agent reply from the portal3. When new messages appended by userThe only problem is when another agent reply to the mail, it's appending to the ticket but not giving alert to the manager(a mailing list).I have added a group mail id as the manager of the department, and all agents and manager are in this group mail id(as discussed above).