Notifications that are sent to customers as well as the agents who are handling that specific ticket, once there is an update on their ticket, is called e-mail notifications.
For agents, they act as a reminder about the ticket that they have generated, but yet needs to be solved. This helps them work better.
For customers, it acts as a response to the ticket that had been generated by their query. They will be updated every time there is any work on their ticket. Also, they will be notified once their issue has been resolved to cross check the progress.
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