Notifications not working as expected

Notifications not working as expected

Hi,

currently we have the following scenario with the following issue:
  1. customer creates ticket -> direct assignment rule is triggered to assign the ticket to team A (always)
    • workflow rule with ticket notification on ticket "create" is triggered to notify all team A members
  2. one support member from team A assigns the new ticket to him (as team assigned ticket) and works on the ticket
    • support member changes ticket status -> workflow rule is triggered to notify all team A members on ticket "edit"
    • support member replies to customer -> workflow rule is triggered to notify all team A members on ticket "customer reply"
    • support member adds comment -> no workflow rule exists (because not available), but also the predefined agent notification regarding adding a comment is not triggered (via Automation > Notify > Agent Notifiication > Adding a comment
  3. If the customer ticket has to be escalated to team B, and support member of team B assignes the ticket to him (as team assigned ticket) and works on the ticket
    • If now support member of team B changes ticket status -> still workflow rule to notify all team A members on ticket "edit" is triggered
    • If now support member of team B replies to customer -> still workflow rule to notify all team A members on ticket "customer reply" is triggered
    • If support member of team B adds a comment -> no one is notified
  4. there is a little bit of chaos in the notifications and it seems that the settings configured are not applied as intuitively expected 

Expected behavior:
  1. customer opens ticket -> direct assignment to team A is triggered + all members of team A are notified about new ticket
  2. 1 support member of team A assigns the ticket to him (as team assigned ticket, that others still receive notifications) and adds comments or replies to customer etc. -> still all members of team A are notified about changes like adding comments + customer replies + ticket status changes etc.
  3. ticket is escalated (assigned) to team B -> all support members of team A are notified that ticket was assigned to team B and all support members of team B are notified that ticket has been assigned to team B
  4. 1 support member of team B assigns the ticket to him (as team assigned ticket, that others still receive notifications) and adds comments or replies to customer etc. -> all members of team B are notified about changes like adding comments + customer replies + ticket status changes etc.
  5. ticket is closed -> all support members of team B are notified about closed ticket

Is it possible to achieve the described scenario?

Regards