Which customer will get a notification about a response via Service Desk?

[Firas Amer]

I have created organizations for my customers and added customers to these groups. A public case is opened by a customer, and therefore all customers in the same organization were notified about a new case. Somoone else commented on it. By sending a response via Service Desk who will be notified about the response of the support team? 1. Reporter only 2. Reporter + the person who commented 3. everyone in the organization

Can I see somewhere in the portal who was notified?

[Jack Brickey · Accepted solution]

It does depend on how you have notifications set. let me explain a bit.

Assume you have project > project setting > customer notifications > Organization added enabled then - When a request is shared to an organization, your service desk notifies the organization's members so they can opt-in to further updates. So, if Fred reports an issue then the entire org (Sally, Yogeesh, David, Juan) will get a notification email. Lets assume that Agent-X is assigned the issue. Then lets say that only Yogeesh is interested in the topic so he decided to make himself a participant but the others do not. Yogeesh then makes a comment on the issue in which case the following are notified: Agent-X and Fred.

at least that is what I would expect. I recommend running a simple test to ensure notifications are occurring as you desire.

[Firas Amer]

correct, and that is what happened so far. So if Agent X replies to Yogeesh's mail within the portal will also Fred (Reporter) and also Yogeesh get Agent x-s answer?

[Jack Brickey]

Yes

[Firas Amer]

perfect, thanks

[Jack Brickey]

You are welcome! Please consider accepting the answer so that it helps other surgeries in the future .