When sending an external note from the Agent side, only the agent receives the information. The only time the customer is sent the information on the update is if the ticket state is changed. I've tried to find out how to change this so that the customer is receives updates when an external note is sent and both the agent and customer receives an email upon sending a note, but so far, no luck. The information is available on the customer side, but no notification is received. Any pointers?
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