No contact notification when Adding Note or Replying from EM
We're testing the SCP product have noticed several things. We have the option to send notification to the contact when a ticket is updated enabled, however it does not seem to be working. Perhaps we're doing something wrong - we're sending out notification to a group when the incident is first created. Sometimes, we'll reply to that email as a means to get more information from the client/contact but the system does not forward this reply to the client as a ticket update. Furthermore, when we "add notes" from the UI it does not notify either. I'm guessing at these based on the email history listed on the main incident page. We've had a couple of clients trialing this with us complain that they're not getting notified when we make updates to an incident and we were wondering why. Are we missing something in our config?