Can I notify customers when a request is updated with a particular status?

Yes, you can notify customers when requests are updated with a particular Status. To achieve this, you can setup Workflow Rules and Alerts.

Goto Setup > Workflow Settings > Workflow rule > Create new rule for Request module.

Then create alert, Goto Setup > Workflow Settings > Workflow Alert > select E-mail Template > select the Support Agents that you would like to notify (this is optional) and check Notify Contact.

When a condition is met in workflow rule, the alert is automatically triggered.

For more, refer Workflow Rule.

 

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