The WHMCS behavior is set to send staff replies to tickets only to the client and any other staff that has explicitly watched a particular ticket. With other ticketing systems, it's possible to have all replies, whether from the client or staff, emailed to all appropriate team members. We would like to add this functionality.
Again, we know that it is possible to receive copies of staff replies by clicking the "Watch
Ticket" button within the ticket view. (The replier will not receive a
copy. Other watchers would.) What we are looking for is the ability to toggle ALL REPLIES in a department to all staff of that department.