Customer notifications to organization

[Sverre Moe]

Currently there seems to only be able to send customer notification for Customers involved. We have gotten complaints from customer that they are not notified when an issue is either created, changed or commented. We should be able to change the customer notifications to sent out mails to more than just the customers involved. To set recipients to the entire Organization. Otherwise we would have to add ALL customers to Request participants on ALL requests (manually), in order to notify them of changes.

[Gabriel Senna]

Hi Sverre,

You can try to create an automation, to send email notification for not involved customers.

I would recommend you to take a look at it and verify if it helps you.

https://confluence.atlassian.com/servicedeskcloud/automating-your-service-desk-732528900.html

You can configure to every time an issue for a specific type, for example, to send email to an address or addresses you want.