In Gemini 4/Converse, when a customer sent an email (support ticket) to the project and then we updated with a comment, they received the comment via email. We still want the user to receive those notifications - that is our way to communicate ticket status with them.

Currently, I they receive a confirmation that their ticket has been received but they don't receive any updates when we post a comment. This may be something I just don't have configured right. I have gone through the online manual and have double checked all settings but don't see what I'm missing.