Yes, agents can use Add Worklog available on the ticket details page to log the time spent on a ticket.

Use the CC field to add additional Customer Email IDs.

No, only the agents can be added to the watch list. To add customers/contact, use the Additional Notification (CC) instead

Only Active agents can be @mentioned. Customer/Contact cannot be @mentioned.

Yes, @mentioning done by an agent in the ticket public reply/notes will add a user in a watch list and

For adding additional agents to get email alerts for changes made in tickets, add them as a watcher in the

You can use the Private note option. Private notes added are visible only in the agent portal. No emails are

Yes, a reply or note can be edited or deleted. Email alerts will not be sent.