I’d like to know if there’s any way to send an e-mail to the I would like to know if there is any way to send an e-mail to the ticket owner (Customer) when an Agent makes a comment or an update.
I tried to set up a notification, but it only sends to the Agent group and the owner of the comment who is also an agent. My Stttings:
Ticket comments are meant for internal purpose only (between 2 agents or more). A reply is sent to customer which in itself is an email. Would this work for your use case?
@michelle unfortunately not,
but I managed to solve it the following way:
I created a custom field of type “data” and inserted it in “Fetch From = HD Ticket, raseid by” and in “Options = Email”.
Then the custom field with the customer’s email appeared in the notifications and was able to be sent normally.
Thank you all for your help.
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