[SOLVED] Agent Ticket Update > Customer follow up

[starscreem]

Hello

I am very new to OTRS (running 3.1.7) and have been combing the internet, and these forms for an answer and just have not found it so forgive me if this is already answered somewhere else.

I am having a heck of a time getting my customers notified when an agent updates a ticket. It does not seem to be triggering a email-external event. Everything else seems to be working. New ticket all agents get notified, customer updates the ticket agent owner gets notified so I'm like 90% there just cant seem to get the customer notified when an agent updates the ticket.

Some Background.
I have a auto-followup auto response assigned to all active queues.
They agent is picking note-external for note type
I have it set to automatically move ticket state to open after a note is added

Thank you for any suggestions you might have

[crythias]

a note is not correspondence. use a reply.

[starscreem]

Forgive me... reply? I have attached a screen shot and cyrcled the only reply option I can find... but it does not allow me to reply.

[crythias]

You should be able to reply to a customer, but you won't be able to reply to a system email.
or, even more, you need to have Responses (not Autoresponses) attached to the queue. (Admin interface)

[starscreem]

That was the gap I had. I had the response but did not have it added to the queues. Once added I can now find the response i need in the drop down menu that I circled before.... That was just one of those times 1+1 was like 14 lol. Thanks for pointing me to the right direction