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Emailing customers who are not connections but have linked incidents


James Gallally

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@James Gallally @HGrigsby whilst there isn't an option to email the customers of linked requests, there is an option available via the update linked requests which may go some of the way.

If you add an update to a parent request, and choose to apply the update to the linked requests, the customers of the linked requests can receive an email letting them know their request has been updated, and a link to see what the update is. 

You will need to enable the following setting on the services the requests are logged against for the request customers to get the email notification.

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Thanks @Steven Boardman, I had seen and tried that option but the internal feedback was to disable that feature :(. I just need to steer my company around to the idea of using the portal as the first port of call for checking on incidents and requests as opposed to having everything sent to them directly via email.

 

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