Currently there are only two automated emails templates possible: when a ticket is created and when a ticket is closed. If you have a more complex workflow with more status, it is not possible to notify the customer via email when the status of a ticket changes. More automated e-mail templates for the service hub pro is the solution.
I am desperately looking for this solution as well. The customer portal is a bit too “static” to keep customers informed of the workflow of a ticket. I tried to create a workflow, but I am struggling to find the right way. Any suggestions / updates?