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Communications with the customer requires the Send Email To check box on the Assignees and Notifications tab to send a message to the customer and should be checked, as appropriate.
If a ticket is returned to the CSC simply for resolution, or to avoid direct communication with the customer, it should be returned to the ticket owner with the following message in the Tech Notes:
Per the Director of IT Service Management, this ticket is being returned to the owner for follow up with the customer, further escalation, or resolution. The ticket owner should ensure that details of the actions taken to resolve the issue are concise and readable, classification is complete and accurate according to root cause, and the resolution is agreed upon with the customer.