Self-Service Portal - Cases | Specific Notification Templates for new Comments

  • 27 August 2021
  • 0 replies

Userlevel 1

we are currently investigating our possibilities with a Self-Service Portal for managing new Cases.
We already created some Business Events for our Cases, but we are stuck on something.

How can we create the following Events:

If a Customer creates a new Comment, the Owner of the Case should get a E-Mail
Whenever the Owner of the Case writes a new Comment, the Ticket Creator should get a E-Mail

Any ideas?
When we do it the way it is described in the Guides we get a notification each time someone writes a new comment, no matter if it was our customer our we added a comment. That isn't the best solution to present to our customers.

Would love to get some input.

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