Service desk & Email this Issue (Jeti) add-on | suppress notification but still transition issue?

[CJ]

We are setting up Jira service desk server with the Email this Issue (Jeti) add-on on server and I'm having trouble with notifications and workflow transitions.

Specifically, I am hoping that if an agent either makes a public comment on an issue or the agent sends a manual email to the customer using Jeti then all these things happen:

1. The customer is sent exactly one notification
2. The issue transitions from 'waiting for agent' to 'waiting for customer'
3. (if it's sent as a manual email) The email body is put as a comment on the issue with the rest of the issue comments.

Is this possible?

This is my current set-up, which has some issues (although I may have additional set-up that I don't realise is relevant to this issue and/or my set-up might not be doing what I think it is doing):

1. In Jira, there's an automation to transition an issue from 'Waiting for agent' to 'waiting for customer' if a public comment is added.
2. In Jeti, there is a notification to email the customer if a public comment is added (I've switched off all jira and service desk notifications to customers)
3. In the Jeti "Manual Email defaults", I have set the "Comment visibility" to "All users" - so when a manual email is sent, the email body is added as a comment to the Jira issue, and the comment is visible if we include the comments to outgoing emails (or I think that's what it does).

The problem with the above set-up occurs when I send a manual email:

• If I tick 'Suppress event on adding comment' then the customer only receives one email (i.e. the notification event is suppressed) which is good, but the issue does not transition, which is bad.
• If I don't tick 'Suppress event on adding comment' then the issue transitions which is good, but the customer also receives a notification from the Jeti 'public comment added' event notification (this is not good because they already receive the manual email, so the notifications are doubled-up).

I am a bit overwhelmed with all the options available across jeti and service desk, so I'm not sure if my set-up is wrong or incomplete, or what I would like to do is actually not possible, so any help or suggestions would be most appreciated!