I have an issue I am trying to resolve. When I am on a ticket, if I try to "Share with customer" it does not send them a notification. Is there a way to enable this feature so that the customer will get an email if someone responds?
Hello @Paige Lorenz
There is an Audit Log link next to that notification setting. Have you clicked that to see if it provided additional information?
Have your customers confirmed the email is not getting filtered out by their email servers, or automatically sent to a Junk or Spam folder?
If it is Next Gen it will say so in the bottom of the navigation pane on the left.
If it does not, then you are running a Classic project.
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