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Some customers like to be on top of everything, but others might not prefer that. Either way, an email notification for every minor update would almost certainly be too intrusive.
A better option would be to send email replies to the requester only when you need additional information from them, or have to notify them of a major status change. With all the other progressions in the ticket, you could just add a public note so customers who really want to keep in the loop can do so without overwhelming everybody else’s inbox. You can, of course, also choose to send out email notifications for notes but that wouldn't serve the same purpose.
A quick guide to allow non-invasive updates with public notes
Click on any ticket from the Ticket List view or Dashboard to open the ticket.
Select Add note on the ticket details page to begin adding a comment.
Use the Mark note as dropdown to set the note to Public (visible to a customer). (By default, notes are marked as Private.)
Click Add Note to add a public note.
Your customers will now be able to see this comment when they view this ticket from their support portal. You can also notify them regarding the public note if the Agent Adds Comment to Ticket notification under Admin > Workflows > Email notifications > Requester notification is toggled on. Learn more about email notifications here.
Some customers like to be on top of everything. But others might not prefer it. Not to mention, an email notification for every minor update would be considered spammy and severely obtrusive.
A better work-flow would be to send email replies to the requester just when you need additional information from them, or have to notify a major status change. With all the other progressions in the ticket, you could just add a public note so customers who really want to keep a check can stay on top can do so, without overwhelming everybody else’s inbox. You can, of course, also choose to send out email notifications for notes but that would not serve the purpose.
A quick Guide to allow non-invasive updates with public notes
Click on any ticket from the Dashboard or Ticket List View to open the ticket.
Select Add note on the Ticket details page to start adding a comment.
The Visible to Customer toggle is set to 'No' by default so please make sure you toggle it to Yes. Toggling this will make the button should read 'Add Public Note'.
Hit Add Note to add the public note.
Your customers will now be able to see this comment when they view this ticket from their support portal. You can also notify them regarding the public note if the Agent Adds Comment to Ticket notification under the Admin > Workflows > Email Notifications > Requester notification is toggled ON. Learn more on the Email notifications here.
