Keep customers informed when support task comments post

Support agents miss customers when task comments go unread, causing confusion and stalled resolutions. Send SMS to the task's phone contact when another agent comments, so customers get updates and next steps.

Overview

Missed comment updates erode customer trust and push issues past SLA targets. This workflow routes every agent comment to the task's phone contact as an SMS, turning passive tickets into proactive customer touchpoints so support keeps customers informed and next steps clear. Support teams report fewer missed updates and clearer resolution handoffs when notifications run reliably.

Notable Features

Send SMS for task comment updates
Skip notifications from the commenter
Use task phone field for recipient