Can I email a specific comment, when being entered, to the Submitter and CC list, without turning on all emails for comments?
Basically, looking for the option to email a customer on only desired comments.
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Posted by:
chucksteel
5 years ago
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.
Posted by:
ondrar
5 years ago
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.
