I am only given the "Customers involved" or "Reporter" in the "To" section of customer notifications. When I add participants to my CS issue, the participant never receives the notification of a comment.
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The option "Added participants" is an option that is only available for the notification "Participant added".
On this notification if they don't click on anything, they will receive the other notifications, but if they click on "Turn off this request's notifications" they won't receive any future notification for the ticket.
If they choose to continue to receive notification and they are not receiving, you must add the "Customers involved" on the "To" field.
All customers involved on the request, including the reporter and request participants.
This notification is not sent to customers if they have turned off notifications for an individual request in the portal or a request's email thread.
If you have any other question, please let us know.
Hello Angelica - that worked! Basically our initial notification for "Participant Added" was turned off, so because the new participant was not receiving the initial notification, they were then not receiving the comment notifications.
This was perfect - thank you very much!!!
This "Added participant" trigger is not always working for me. For every status in our workflow, we add a new participant. After the first 2 statuses, the "added participant" notification is not firing even though I can see someone new has been added to the ticket as a request participant.
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