I don't see an option to have the system send out an email to the end user when staff post replies to tickets. It would appear that you can only send out emails to the staff on ticket updates and not the other way around. Am I missing something?
It seems like the "Ticket Response/Reply" message template is just what I am looking for, however I don't see where to enable it. Unlike all of the other templates, it doesn't appear on on the settings tab of the admin panel.
I think that it sends them by default. No way to turn the response off. By default when you post a response staff will receive nothing.
It doesn't seem to be sending them out though... it sends out all the other messages just fine. Any ideas?