07/26/2018 554 views
Basically, looking for the option to email a customer on only desired comments.  
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All Answers

You can do this using a custom ticket rule. There are posts here with details on creating them and information is in the knowledge base.
Answered 07/30/2018 by: chucksteel
Red Belt

Another option would be to have comments sent to submitters, but have Owners Only checked by default in the queue options.  Then, when there's a comment you want emailed, just uncheck Onwers Only when entering that comment, and it will be sent when you save the ticket or submit the comment.
Answered 07/31/2018 by: ondrar
Second Degree Brown Belt

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