Customer User cannot receive Email Notification

[harrypet]

Hi Everyone,

I am creating a process ticket by process management. When user is filling in the process ticket, he/she is required to set the customer user as him/herself. The responsible would be set as their manager for later on approval.

I would like to make sure customer user could receive Email Notification when any state ,responsible, article and dynamic field are updated.

I have configured the setting in Ticket Notification. I select "customer user of the ticket" under "send to" in the Recipient tab. I do select the correct Event triggers in "Event" tab.

However, no email notification could be received by the customer user.
Is there any possible way to make sure the customer user can receive Email Notification?

Thanks!

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[crythias]

I would like to make sure customer user could receive Email Notification when any state ,responsible, article and dynamic field are updated.

Why? Why do you want to spam your customer on concepts that don't involve the customer?

If you physically changed the location you filed his paperwork, would you really need to update him via email, fax, or snail mail that you moved his document or checked a box in a form on his file?

You should only need to tell the customer things that are actionable by the customer. They don't really care that you changed the state or responsible of the ticket. It doesn't matter to them until it matters because they have to interact with the ticket, but the only thing that generally matters to the customer is that the ticket is complete or your agents require more information from the customer to complete their ticket.

If an article is updated, it should be a reply anyway, because that's correspondence with your customer. But a field update? What is the customer supposed to do with that? "Oh. OK. thanks. But I'm busy and get so much email anyway..."