Mail to Customer if Agent open a Ticket in ServiceDesk

[help desk]

Hi,

I would like to know how to set Jira ServiceDesk to send mails created by the admin and correspond to the task type "task".
So far, only mails are sent if the task type "service request"  is selected.

Thank's

Dirk

[Jack Brickey]

Is the agent adding the customer as a participant? What method is the agent using in the case of service request?

[help desk]

Yes, the agent add the customer as a participant.

If we create a ticket we select the request type "Service request" from the dropdown. Then the customer get all the mails. If we select the request type "Task" the customer don't get any mails depend on the ticket

Or did I misunderstood you?