Opt in notification requests by default for customers

[Eitzaz Haider]

Dear Team,

With our current system setup, when we add a customer organization to the organization field of a ticket, customers receive only the initial notification by default. To receive further updates, they must access the portal, locate the specific request, and enable the notification toggle to get all related operational notifications.

This is a limitation for us, as customers prefer to receive all notifications for all operations by default without needing to visit the portal. How can we configure the system to achieve this? Additionally, to address this limitation, what would happen if we add customers as request participants instead? Thank you.

[Marc - Devoteam]

Hi @Eitzaz Haider 

Yes the Request Participants option is for users, customers to be informed on changes related to that issue.

Organizations are to group customers and based on the customer sharing option set,

• customers can only share tickets with members in the organization
• share with members of the organizations and manually adding email addresses of other customers in the project
• customers can search for other customers within their project or organizations

Sharing with organizations or manually by email doesn't provide notifications, that is where the field Request Participants is for.