Problem

Currently, for customers that are added as approver or belong to an organization that allows customers to share requests with each other, the notifications are turned off by default. This means that to receive notifications meant for customers belonging to any of these categories, they need to explicitly turn on notifications for the specific request.

This is mentioned in the Customer notifications page.

Suggested Solution

Allow the notifications to be configured as per customer's preference. Notifications should neither be ON nor OFF by default.

Why This Is Important

This causes confusion among users. From a user experience perspective, it does not quite make sense given that approvers are already notified via email that a ticket is pending for their approval. In this case, the notifications should be turned ON as default, rather than still kept as OFF when they view the request.

Approval notification to such users means the notifications are ON. Then they realise that notifications are actually OFF.

Workaround

None at the moment. Ensure users are aware of the expected behaviour outlined in the Customer notifications page and toggles the Notifications button on the portal request to ON or OFF based on their preference.