How do I make it so the customer gets an update email saying "we're working on your ticket now" ?
I know they can get an email when I set the ticket status to "pending", but I want them to get that email the first time one of the following events happen:
- status is changed
- internal note is added
- agent is assigned
- public comment is added (they'll obviously get notification in this instance by default)
So basically, the first time anything happens with the ticket... let the customer know. But only the first time.
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