How to share tickets with people who commented on them

Summary

How to notify customers on issues where they have added comments.

Solution

1. Enable the option to automatically share issues with the Organization:

   

2. Remove 'participants from notifications. People in the organization will no longer be notified.

   

3. Create a field with the type user picker (multiple) to keep the users who commented on the issue. On this case it's called Customer on issues and there's an automation to populate it:

   

4. Create an automation to send emails to these accounts. If users should be able to comment when replying back, make sure 'Reply to' field is updated.