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Can I send ticket updates to the customer?

Yes, you certainly can.

You can update your customer via SMS or email.

On ticket detail page, go to Customer Messages at the bottom.

You can select from the canned messages or send a customized email/SMS. 

Canned responses are pre designed emails/SMS. You can read about more about them here.

You can track the sent email that either it's delivered or not.

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