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How can I activate comment notifications for customers?

Antonia

We have a customer portal, so the Help Center is active for our internal colleagues. If they create a work item from the Help Center and I comment on it, they do not receive any notifications. They only get a notification when I change the workflow/status.

Accepted answers

Susan Waldrip

Hi @Antonia , I know this sounds simple, but have you verified the Customer notifications for that project(s)? The setting in the new UI is Project settings > Notifications > Customer notifications > Public comment added (or Public comment edited). Also, the default comment in a work item (agent screen) is Internal, you'll have to manually click the Customer tab in Comments.

All comments

Susan Waldrip

Ah, and one more thing to check is the Notification scheme for that project to make sure they've been added to the comment-related notification types -- Someone made a comment (System), A comment is edited (System), and A comment is deleted (System).

Antonia

Hi @Susan Waldrip

Also, the default comment in a work item (agent screen) is Internal

That was my problem, thanks!

Susan Waldrip

Glad that worked!

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