Hi John,
This is a default behaviour of the system.  

On   Admin --> Auto Responses       You have    "default follow up" .  Make
sure it is active.

On   Admin --> Agent Notifications      you have    " Agent::FollowUp"
customize it.

And last :   on   Admin --> Agent Management    change   " Ticket follow up
notification:"  on agent profile (the one you want to set up the alert on
new follow up of ticket).

                On my config, I chosed  Ticket follow up notification: "My
Queues or My Services"

Cdt !


Placide

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Today's Topics:

   1.  E-mail notification alert (John Koch)


----------------------------------------------------------------------

Message: 1
Date: Mon, 7 Sep 2015 12:06:00 +0200
From: John Koch <[email protected]>
Subject: [otrs] E-mail notification alert
To: "User questions and discussions about OTRS." <[email protected]>
Message-ID:
        <CALuiM+gsuP8K==2py5vipdfp+dqn7mosbpgpzynki7wy90f...@mail.gmail.com>
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Hi,

How can I configure an email notification alert to agents every time a new
ticket or a reply to an existing ticket is received?
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