Sharing comments when I have created the customers request

Question

If I create the request on behalf of the customer (i.e. after a phone call), I can't get the service desk to send out emails to the customer, i.e. when I say Share with customer.

I have set the customer's email as the reporter and I know if they email in a request then comments can be shared.

Angela Cast · Answer

I'm still not getting any emails to the reporter for tickets I have created on behalf of the customer.  I have the customers email in as the reporter and I've checked the customer notifications for the project.

For Request Created and Public comment added

To Reporter (customer) Customers involved

The Exclude person who caused the action in unpicked.

Amirul Ikhwan Omar · Answer

If you created request on behalf of the customer, customer should get an email that the ticket is created. To add, if comment is added, the customer should get a notification since there are the reporter in the issue. You can check Customer notifications settings in Project > Project settings > Customer notifications if the customer still did not get email notification.