I'd like to ensure that end users get an email update when we comment on their submitted tickets. Please let us know how to check that, users are currently not getting update emails when agents comment on their tickets.
Hi Sidhartha,
Make sure that you have enabled Customer Notifications - Issue Commented is enabled. Then ensure that your agents are commenting publicly and not as internal comments.
Hope that helps
Susan
Sidhartha,
Check on you notification scheme by editing it and making sure that users are part of the Event (e.g Issue Commented).
Victor
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