Overview

You would like to automatically send notifications to customers upon changing the status of their tickets.

 

Solution

While there is no direct setting to enable these notifications, you can use workflows to trigger a status change and a notification to the customer.

To achieve the desired outcome, you will need to create a multi-step workflow for each required status change. The example below illustrates how to configure a workflow to notify a user that the status of their ticket has changed to Open.

 

1. Define the correct criteria for the workflow:

 

2. Make sure to use the "Change ticket status" action:

3. Define the content of the notification: