Can I notify customers when their request is updated with a status?

Can I notify customers when their request is updated with a status?

Yes, you can notify customers when their requests are updated with a particular status. To achieve this, you can setup Workflow Rules and Alerts.

  1. Goto Setup >Automation>Workflow
  2. Create a New Rule for the request module
  3. Choose an Action to trigger this rule
  4. Select a Criteria to execute this rule 
  5. Create new Alerts in the Actions area
  6. Select the Support Agents that you would like to notify (this is optional) and check Notify Contact. 

When a condition is met in the workflow rule, the alert will be automatically triggered to your customers. 

For more, refer Workflow Rule.