Hello. Is there a way to communicate with the user just through the ticket? For instance, if i make a suggestion in the notes section of the ticket for the user to try to fix their issue, they would get an email to tell them that the ticket has been changed and to look at the note for assistance. This doesn't seem to be happening? I'm using the Automated CSD template. Any help appreciated. Thanks
Non-private updates to the ticket should send to the user if everything is configured properly. As there may be several causes of the behavior you mention, I recommend you open a ticket with support (helpdesk.kaseya.com) to look at your specific configuration and SD procedures. Support will be able to look into what's occurring and why the emails might not be properly triggering.