2.8 Adding non-invasive updates using public notes.
Some
customers like to be on top of every stage that their ticket passes through.
But sending out email notifications for every status update could be quite
intrusive.
You can send email replies just when you need additional information from the customer, or have to notify them about a major status change. For the rest of the progress on the ticket, add a public note. To do this toggle the Visible to the customer switch to YES.
The customer will be able to see these notes when they view the ticket on the portal to track its progress.