Some customers like to be on top of every stage that their ticket passes through. But
sending out email notifications for every status update could be quite intrusive.

You can send email replies just when you need additional information from them, or have to
notify them about a major status change. For the rest of the progress on the ticket, add a public
note. To do this, toggle the Visible to the customer switch to YES.

The customer will be able to see these notes when they view the ticket on the portal to track its