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Sep 2026: Tenant Engagement CMS - Ticket comment notifications can now be configured more precisely

Ticket conversations are now easier to keep on top of, with more control over when people are notified about new comments. Teams can use push and email notifications to make sure important updates are seen without relying only on ticket status changes.

What it is and why it matters

Ticket notifications can now be configured to notify users when a new comment is added, as well as when the ticket itself changes status.

This makes conversations around tickets easier to follow and helps ensure important comments are not missed between status updates.

Both push and email notifications can be used, depending on how notification rules have been configured.

 

When to use this

Use comment notifications when teams need to stay informed about ongoing conversations within tickets, particularly where a response or additional information may be required before the ticket moves to its next status.

They are useful for workflows involving several participants or where tickets may remain in the same status for some time.

 

How it works (high-level)

When configuring ticket notification rules, administrators can choose whether that rule should also trigger when a comment is added.

If enabled, adding a comment while the ticket is in the relevant status triggers the configured notification.

For email notifications, recipients can see who added the comment and the comment content, helping them understand the update without first opening the ticket.

 

Best practice tips

  • Enable comment notifications for ticket categories where conversations often require timely responses.

  • Avoid enabling unnecessary notifications on very high-volume categories.

  • Review the audience attached to each notification rule so messages are sent only to the people who need them.

  • Use email where recipients benefit from seeing more detail directly in the notification.