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Customer Notifications from Sub-Status Comments

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When selecting a sub-status if we enable the comments section to be customer visible we would like the option to send email notifications to our customer as well as a timeline update.

As I understand it, only customer visible comments made via the Update Action Tab within the request can automatically trigger a customer email notifications?

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  • 2 weeks later...

It would be great to obtain your feedback on the item above.  

Our teams are used to asking for information directly within the comments section of the 'with customer' sub-status action and our users expect an email notification when there is an action on them which makes this item quite important for us.

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