Customer Notifications from Sub-Status Comments

[George Zippo]

Hi,

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?

[George Zippo]

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.