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Users add a comment on the ticket don't get any notifications

I use the service desk and this is the scenarion.


A customer who belongs to one organization can see all his tickets (even he is not part of them). However when he adds a comment, I would expect to become a watcher or request participant so he can receive emails as update when there is an update. That is not the case. 

Just to mention that the user is a service desk customer.


Can you help me achieve this functionality? Thus when a user comments on a ticket, becomes ideally request participant or watcher (I am not sure if it applies for the customers)/

1 answer

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Jack Community Leader May 24, 2021 • edited

I’m a bit confused by this statement “...even he is not part of them...”. A customer can always see the tickets they created. They can also see tickets shared with them in which case they should appear under Request Participants. If the customer is making a comment from the portal then they are either the Reporter or a Request Participant.

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