Hi Sergio,
I think I mislead with the statement about the Send Email icon on a Defect. This will of course trigger an email to whoever you want, but it's not the same as the emails generated through the Support Manager.
You'll want your customers to use the links within the Support Manager emails, not the Send Email icon on a Defect. The Send Email icon serves a different purpose and does not contain the Customer links that you want.
The Support Manager emails includes links for your customer to use to review the tickets.
The Send Email process is meant to be more internal, where you can include all details and a quick link into ALMComplete directly to that defect - so it's for your team members, not the customers.
Thanks!
