These three processes all send an email with service call updates:
ID53 is designed to go to internal recipients such as the service manager, sales manager, owner, etc., and is capable of going to more than one person. See THIS LINK for an overview and set up instructions.
ID54 is designed to go to a "static" helpdesk-type contact. So regardless of who placed the call, we will always email the same contact. Can be used for either an internal contact, or a contact at the customer's location (helpdesk for example). See THIS LINK for an overview and set up instructions.
ID181 is designed to go to the person who placed the service call. Just like with our closed call survey, we expect dispatch to pick the caller from the drop down list as they enter the call (or add them if they don't exist) and confirm the email address. See THIS LINK for an overview and set up instructions.