email notification regarding external client

[gayatri38]

1) If an external client calls the Helpdesk to report an issue, do we capture their email address and notify the client on the ticket status thru email from Service Now?

2) If an external client sends an email to report an issue, do we notify the client on the ticket status through email from Service Now?

[Dr Atul G- LNG · Accepted solution]

Hi @gayatri38 

1) If an external client calls the Helpdesk to report an issue, do we capture their email address and notify the client on the ticket status thru email from Service Now?

Atul: If we are storing the external customer details like email, and email notification is configured then Yes.

2) If an external client sends an email to report an issue, do we notify the client on the ticket status through email from Service Now?

Atul: Yes, it depends on the email notification. If you configured it will go via SN else no.

All these points mainly depend on the process you follow and can be configured in SN easily.