Please note that there are three events that send a notification to the client:

  1. A ticket has been received.
  2. An ITIL user adds text in the green Client Communication field.
  3. The ticket is marked Resolved/Client Confirmed. This notification informs the client that we have resolved their issue and asks that they respond to a short satisfaction survey.  Please note that resolution field is an internal field.  You will likely want to include write to the client using the green client communication field letting them known any relevant details.