Last updated: 2023-09-19

Source: https://support.freshservice.com/support/solutions/articles/50000000353-how-to-notify-the-requester-if-an-agent-adds-a-public-note-to-the-ticket-

We have an email notification available under Admin-->Email notifications called ‘Agent adds comment to Ticket’, please enable the same for notifying the requester when there is a public note added by the agent to the ticket.