Send email to random email address(es)

[Neetu Verma]

Hi - I have added a user, made them service desk customer but when I add this user to request participants they don't get email.

I also added them to organization and any time I comment, no email is being sent to user

[Angélica Luz]

Hi Neetu,

Thanks for reaching out to Community!

When adding a participant or an organization to a ticket, for them to be able to receive notifications, the request type must not be empty.

The request type is what triggers the customer notifications to be sent.

Is this user only a participant on the ticket or they are also a watcher or assignee?

Are they the only customer that are not receiving notifications?

Is this happening on all tickets or only one?

Regards,
Angélica