If your end-users aren't receiving any of your comment updates on tickets, be sure to double check that your default triggers aren't disabled! This post talks about your default triggers and why they are important.
Click the Admin icon ( ) in the sidebar then go to Business Rules > Triggers:
This means that each time you change the status, your reply is not sent to the requester. There are three default triggers that notify customers of updates to their ticket:
- Notify requester of received request: will automatically notify an end-user as soon as their request has been turned into a ticket within your Zendesk.
- Notify requester of a comment update: will update your end-user when a public comment has been posted to their ticket.
- Notify requester of solved request: will alert your end-user that their ticket has been solved and invites the end-user to update the ticket with further information if needed. I would recommend turning these all back on!