Customer notification: Customer-visible status changed with comments

[Mai-Katharina Ngo]

Hello

We are currently building our ITSM. For our customer notifications we either get "comments added" or "status changed" emails, but can we do it 2 in 1?

In the status changed email should also be the comments added to it.

It might be confusing getting so many notifications without a context.

Is there any solutions? Ive tried it with an automation but 

1.) the "customer notification" template isnt in it

2.) my automation doesnt send any notification

Thank you!

[Samuel Gatica _ServiceRocket_]

Hi @Mai-Katharina Ngo 

To my knowledge, JSM Customer Notifications cannot be sent in batches. However, you have the option to enable or disable notifications that are deemed unnecessary.

Best regards

Sam

[Mai-Katharina Ngo]

This is not good..

We have differen situations where only one is needed or both, so we cant disable a notification..