This chapter will show you more details about the system notifications for agents and customers.
A agent can get notifications about 'new ticket, 'ticket follow up', 'ticket in custom queue' and 'ticket lock timeout'. In oder to get notifications select you wanted queues (named 'custom queues') in agent interface =- Preferences =- Select your custom queues. The notification text can be defined in Kernel/Config.pm.
Important: The agent gets just notifications about changes the 'custom queues'.
Notification to the agent about a follow up for a ticket which is owned by the agent.