We allow anyone to submit a ticket directly to us. We also allow our end-user admins access to these tickets via "Can see all tickets from this company" setting.
When one of our end-user admins adds a comment, no notification is sent back to the original requester. We have set up an Observer rule to send an email back to the requester when a public note is added, but this doesn't catch notes added by the end-user admin. This does work properly when an agent adds a public note.
Am I missing something or is this not possible? Thx
