Existem algumas maneiras de conseguir isso. Eu odeio normalmente colar links sem um extrato, mas o extrato não seria suficiente para responder isso completamente.
Opção 1: Usar Notificações
Notify the Analyst when a user adds comments from the portal for an Incident or Service Request.
Notify the End User when the Analyst updates the action log from the console for an Incident or Service Request.
If you are using the Exchange connector to process emails to create and update emails:
Notify the Analyst when an end user replies to email notifications with comments (or provides new information) for an incident or Service Request.
Notify an End User when analysts reply to emails requesting more information (reply to assigned to user notification or analyst notification which will be logged as Analyst comments on the Incident or Service Request)
We will modify assignment/re-assignment management pack to notify for assignment or re-assignment of a Service Request.
Opção 2: Use a ferramenta de terceiros
A opção 1, na minha opinião, é a melhor opção.