Small company.  4 people in IT.  We currently have a helpdesk@ address that people email their requests to.  That email address is a distro group that drops the request in the 4 mailboxes.  It's ugly to make sure nothing gets missed.

I'm using helpdesk2@ for the software with the reply-to address as helpdesk@ so when an email comes out from the software and the user replies it will end up in the 4 mailboxes as well as SD+ because i'll be adding helpdesk2@ to the distribution group.

Scenario:

User submits ticket by emailing helpdesk@.  User receives email confirmation and the 4 technicians get emailed of the new ticket with title and description.  When the first technician able to look at the ticket replies to the email through the software interface, that email/update with the entered text which goes to the end user.

Issue:

We also need to get it to send out to the 4 technicians that originally got emailed when the new ticket came in.

Is there a way to do this?  I got it to work with groups when a request is updated (a field is updated) but it doesn't seem to work for when a note or email communication has happened.  Seems like a silly thing to be missing and I'm probably just not seeing it or how it would be accomplished.

Thanks in advance for any information that lands me in the right direction.

-Brent