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Notify customer of comment or update.


Steffen
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Hi @steffen

For communication to a customer you can use the Email Action on the request.  By using the email action with will email the customer, add an entry to the Timeline including the visibility to the email that was sent.  The timeline update can also be visible to the customer on the Service Portal when they login.  

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While the different action items can be used in any way that you want, the idea was that the Update Action was primarily for internal discussions, the Phone Action to capture information while talking on the phone, and the Email Action for email communication to the customer.  Each of these being recorded in the Timeline with a record of the type of entry so that you can see how many updates were by phone, email, or within the updates.

Is this the kind of thing that you are looking for?

Regards,

James

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@Steffen

Also, I wanted to mention that there is some work that we have in our backlog which will provide some more notification options when using the Update Action.  The way this will work is if the visibility of the update is set to 'Customer' it will automatically send an email to the customer.  I will add your interest to this change.

Regards,

James

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