We are trying to figure out the best method to keep users updated on the status of a ticket. Sample scenario - if we have sent it out for a repair to make comment that auto sends an email to the user and when we get it back we make a comment that we have received it and out to user. How have others handled the letting user know of the status of their ticket in RemedyForce? It would be nice if you use notes that there is a send copy to user option. Sorry for what might be a basic question.