How can I configure the system so that when an agent responds, the entire ticket or the response is not sent to the customer, but only a message with the link to the ticket with the message that there has been an update?
This is a new regulation that I have to implement, as I have to ensure that no sensitive data is sent via email in accordance with the data protection law.
Your agents must write “phone call notes” instead of e-mails. Then you can write a trigger, that sends out a notification to the customer, that a new article has been added.
You might also want to add some warnings for the agents on how the article types work in your environment.