I have enabled the 'Enable Case Comment Notification to Contacts' setting and selected the Case Comment Template.
But I am not able to share Case Comments to the customer through email as we don't have Case Comment merge fields available in the dropdown. All our customers are not on Salesforce so they won't be login to view the comments.
Pleas suggest how we can our let our customers know the case comments.
Rehul,
You can do this by including {!Case.Last_Case_Comment} in the email template body where you wish to add the most recent comment.
While creating the email template, you need to select the Case Fields in Select Field Type and then select Most Recent Public Case Comment in Select Field and copy the merge field {!Case.Last_Case_Comment} and paste it in your email template body at the desired place.
Note: If the comment made was private, this method won't work.
Hope it helps.
