when collaborator reply from web and mail side so not going to mail to agent mail id regarding customer added a reply

[komal-sh-27]

Description
when we use without workflow collaborator reply from web and mail side so not going to mail to agent mail id regarding reply from customer added reply because collaborator is also customer this ticket.

How to reproduce
Step 1: go to admin side if you are created workflow regarding collaborators create and reply so doing disabled workflow
Step 2: Now go to customer side and collaborator added
Step 3: Now reply from collaborator dashboard and also mail side
Step 4: Now check agent mail so here are not going to any mail regarding customer added a reply

Possible Solution

Additional context
here attached video:

https://www.loom.com/share/08d1b035cccd47ab95d38bb6aca78479

[vipin-shrivastava]

@Komal-sharma-2712

If you want to get notified when the collaborator reply to the ticket then you can create a workflow from itself.

We have already provided some workflow, but as per user need he/she can create a workflow, So this is not a bug.