How can I activate comment notifications for customers?

[Antonia]

We have a customer portal, so the Help Center is active for our internal colleagues. If they create a work item from the Help Center and I comment on it, they do not receive any notifications. They only get a notification when I change the workflow/status.

[Susan Waldrip · Accepted solution]

Hi @Antonia , I know this sounds simple, but have you verified the Customer notifications for that project(s)? The setting in the new UI is Project settings > Notifications > Customer notifications > Public comment added (or Public comment edited). Also, the default comment in a work item (agent screen) is Internal, you'll have to manually click the Customer tab in Comments.

[Susan Waldrip]

Ah, and one more thing to check is the Notification scheme for that project to make sure they've been added to the comment-related notification types -- Someone made a comment (System), A comment is edited (System), and A comment is deleted (System). 

[Antonia]

Hi @Susan Waldrip

Also, the default comment in a work item (agent screen) is Internal

That was my problem, thanks!

[Susan Waldrip]

Glad that worked!