We have a team of Technicians, When a request is raised no technicians were receiving email notifications. I created a group and placed them all in there and selected the following:

 

Now the techies receive the emails but when they reply via email the ticket does not get updated. If i manually assign the ticket to the techie they can reply via the email and the ticket is updated. 

This is not a big deal when in the office but when we are on call and out and about we can not login to the helpdesk and i don't want to automatically assign a techie as someone else might be free then the person assigned. 

Any thoughts or suggestions happy to change the set up. 

Thanks