You need not inform the customer at all. The system takes care of that for you. The moment a job's status has been changed, a mail is automatically sent to the respective customer informing them of the updation in their job's details. Also the administrator can customize the settings in the mail being sent to the customer to provide a link to the support page that the user can click on to find out the details of the job updation. This effectively cuts down one more task among the support personnel's list of tasks.