'Share with Customer' button doesn't send email to customer

[Suresh Srini]

We are using 'Service desk' project and we do see button on comments field as ' Share with customer' & 'internal comment'.

When we choose ' Share with customer' no communication sent to customer selected on the screen. It just stores the data as part of comments.

What steps to be taken OR verify that the comments are sent to customer selected on the issue?

[Brant Schroeder · Accepted solution]

@Suresh Srini 

The knowledge base articles you see are recommendations that you can share with a customer through a comment in the service desk.   When you click the share with a customer it adds a link into the comment that you can then send to them.  This allows you to add some context around the link you are sharing with them.