# Customer unable to see ticket update from agent
**URL:** https://community.zammad.org/t/customer-unable-to-see-ticket-update-from-agent/3586
**Category:** Technical assistance
**Created:** [December 6, 2019, 7:40am UTC](https://community.zammad.org/t/customer-unable-to-see-ticket-update-from-agent/3586 "2019-12-06T07:40:36Z")
**Posts on this page:** 16
**Page:** 1
### Author:  [@blionnel15](https://community.zammad.org/u/blionnel15)
#### Post date: [December 6, 2019, 7:40am UTC](https://community.zammad.org/t/customer-unable-to-see-ticket-update-from-agent/3586/1 "2019-12-06T07:40:36Z")
when a customer create a ticket using the web channel and an agent update it, he is not able to see in the web interface the update from the agent.
### Infos:
- Used Zammad version: 3.1
- Used Zammad installation source: package
- Operating system: debian 9
- Browser + version: Firefox 70.0.1
### Expected behavior:
-
when a customer create a ticket in the web interface and an agent reply to it, the customer should see in the web interface the update from the agent
### Actual behavior:
-
a customer is able to create a ticket but unable to see reply form an agent
### Steps to reproduce the behavior:
-
1- create a customer account
2- login with the customer account
3- create a ticket with the customer account
4- logout an login with an agent account
5- reply to the customer ticket and logout
6- login again with the customer account
---
### Author:  [@MrGeneration](https://community.zammad.org/u/MrGeneration)
#### Post date: [December 6, 2019, 8:33pm UTC](https://community.zammad.org/t/customer-unable-to-see-ticket-update-from-agent/3586/2 "2019-12-06T20:33:53Z")
Please provide a screenshot with blurred out information (we don’t need to read the text) so that we can see the article borders of the affected ticket.
---
### Author:  [@blionnel15](https://community.zammad.org/u/blionnel15)
#### Post date: [December 6, 2019, 11:54pm UTC](https://community.zammad.org/t/customer-unable-to-see-ticket-update-from-agent/3586/3 "2019-12-06T23:54:17Z")
---
### Author:  [@sinichi19](https://community.zammad.org/u/sinichi19)
#### Post date: [December 7, 2019, 4:24am UTC](https://community.zammad.org/t/customer-unable-to-see-ticket-update-from-agent/3586/4 "2019-12-07T04:24:52Z")
make sure your note is sent in public
locked means internal - all agent can view the message for collaborations purposes
unlock means public all users agent and customer can view the message
you can set the default note in public in settings
kindly read the agent and admin documentation it will help.
thank you
---
### Author:  [@blionnel15](https://community.zammad.org/u/blionnel15)
#### Post date: [December 7, 2019, 2:17pm UTC](https://community.zammad.org/t/customer-unable-to-see-ticket-update-from-agent/3586/5 "2019-12-07T14:17:41Z")
thanks a lot I am now able to see the update from an agent as you can see in the screenshots :
I just have one last question :
can the customer also have a notification for an update in the web interface ? because right now he is able to see the update from the agent but without any notification.
---
### Author:  [@MrGeneration](https://community.zammad.org/u/MrGeneration)
#### Post date: [December 7, 2019, 7:25pm UTC](https://community.zammad.org/t/customer-unable-to-see-ticket-update-from-agent/3586/6 "2019-12-07T19:25:20Z")
Yes, this is done via Triggers.
I suggest you to take a look at the following doc:
[http://admin-docs.zammad.org/en/latest/manage-trigger.html](http://admin-docs.zammad.org/en/latest/manage-trigger.html)
Especially for “how to work on tickets”, the user documentation might be helpfull too:
[https://user-docs.zammad.org](https://user-docs.zammad.org)
---
### Author:  [@blionnel15](https://community.zammad.org/u/blionnel15)
#### Post date: [December 7, 2019, 7:55pm UTC](https://community.zammad.org/t/customer-unable-to-see-ticket-update-from-agent/3586/7 "2019-12-07T19:55:27Z")
Hi thanks for the links.
I have read those and try to apply them but I have not found a way to enable notification on the web interface. here are the only notifications available :
email and SMS, there is no WEB notification.
---
### Author:  [@blionnel15](https://community.zammad.org/u/blionnel15)
#### Post date: [December 11, 2019, 11:37pm UTC](https://community.zammad.org/t/customer-unable-to-see-ticket-update-from-agent/3586/8 "2019-12-11T23:37:10Z")
does anybody have an update on this question please ?
---
### Author:  [@sinichi19](https://community.zammad.org/u/sinichi19)
#### Post date: [December 12, 2019, 5:07am UTC](https://community.zammad.org/t/customer-unable-to-see-ticket-update-from-agent/3586/9 "2019-12-12T05:07:45Z")
choose article - note
for web update
---
### Author:  [@blionnel15](https://community.zammad.org/u/blionnel15)
#### Post date: [December 12, 2019, 10:06am UTC](https://community.zammad.org/t/customer-unable-to-see-ticket-update-from-agent/3586/10 "2019-12-12T10:06:37Z")
Hi when I used article - note it just had a note
this is not what I want
I want a notification ln the zammad icon for the customer :
---
### Author:  [@MrGeneration](https://community.zammad.org/u/MrGeneration)
#### Post date: [December 13, 2019, 3:24pm UTC](https://community.zammad.org/t/customer-unable-to-see-ticket-update-from-agent/3586/11 "2019-12-13T15:24:38Z")
> [@blionnel15](#):
>
> Hi when I used article - note it just had a note
> this is not what I want
> I want a notification ln the zammad icon for the customer :
That’s not possible technically.
Notifications are for your agents, not customers.
---
### Author:  [@blionnel15](https://community.zammad.org/u/blionnel15)
#### Post date: [December 13, 2019, 4:09pm UTC](https://community.zammad.org/t/customer-unable-to-see-ticket-update-from-agent/3586/12 "2019-12-13T16:09:16Z")
Ok but it would be interesting if a customer connected in the web interface can be notify when a ticket is updated.
Image that a customer has opened many tickets and he is currently not in a tab of an updated ticket, he cannot know that this ticket has been updated without moving to its tab.
---
### Author:  [@MrGeneration](https://community.zammad.org/u/MrGeneration)
#### Post date: [December 13, 2019, 4:39pm UTC](https://community.zammad.org/t/customer-unable-to-see-ticket-update-from-agent/3586/13 "2019-12-13T16:39:11Z")
It’s technically not possible. I understand your use case, but it only makes sense if the user is logged in right now (which we don’t control for customers).
---
### Author:  [@blionnel15](https://community.zammad.org/u/blionnel15)
#### Post date: [December 13, 2019, 5:00pm UTC](https://community.zammad.org/t/customer-unable-to-see-ticket-update-from-agent/3586/14 "2019-12-13T17:00:37Z")
Ok so if I understand well, right now zammad is not recording the login time and status of customers then it cannot implement this feature ?
---
### Author:  [@sinichi19](https://community.zammad.org/u/sinichi19)
#### Post date: [December 18, 2019, 2:04am UTC](https://community.zammad.org/t/customer-unable-to-see-ticket-update-from-agent/3586/15 "2019-12-18T02:04:10Z")
For customer side notification, advise them that blinking ticket ring at the tab, means have a updated ticket, message from agent. etc…
---
### Author:  [@system](https://community.zammad.org/u/system)
#### Post date: [April 16, 2020, 2:04am UTC](https://community.zammad.org/t/customer-unable-to-see-ticket-update-from-agent/3586/16 "2020-04-16T02:04:11Z")
This topic was automatically closed 120 days after the last reply. New replies are no longer allowed.