When an activity happens on a ticket, all ticket subscribers are notified. Checkout the article on Email notifications to see for what activities emails are sent.
Users are marked as subscribers for the ticket when the following activities are performed:
The customer creates a ticket. This adds the customer as a ticket subscriber.
The ticket is assigned to an agent. This adds the agent as a ticket subscriber.
An agent or a team member adds a reply/note to the ticket. This adds that agent or the team member as a ticket subscriber.
An agent or a team member mentions other team members. This adds the mentioned team members as ticket subscribers.
An agent or a team member performs any action on the ticket like changing the priority or adding a tag. This adds the agent or the team member as a ticket subscriber.
Turning off email notifications for subscribed tickets
If you don't want to receive email notifications for tickets you're subscribed to, you can disable them from your personal preferences:
Go to My Preferences from the left side.
Click on My preferences.
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Turn off the toggle labeled "Notify me for tickets where I am a subscriber."
Once this is turned off, you will no longer receive email notifications for activity on tickets you are subscribed to, including when a new ticket is assigned to you, when a customer replies to one of your tickets, or when a teammate adds a note or reply to a ticket you're following.
This setting is per team member (agent), so each agent manages their own preference. It only affects email notifications, push notifications (browser/mobile) and in-app notifications inside NeetoDesk have separate settings and are not affected by this toggle.