If someone is add as a participate do they get notifications for any internal notes ?

[Diana Chapman]

If someone is add as a participate do they get notifications for any internal notes ?

[Dan Breyen]

Hi @Diana Chapman welcome to the community!  It would depend on how they are added to the ticket.  If they are added as a Watcher because they are an Agent or Collaborator, then they would receive all notifications, regardless of if they are made as 'Reply to Customer' or 'Internal Comment'.  If they are added as a 'Request participants', then they would only get the notifications that a customer receives.  

I'm adding a reference to the JSM User Roles for your notes.

I actually have some internal users that are created as customers only, so we add with 'Request Participants' because they aren't interested in the internal discussions of my engineers.

Hope that helps.

[Diana Chapman]

Thank you this help tremendously.