Yes, you can notify customers when requests are updated with a particular Status. To achieve this, you can setup Workflow Rules and Alerts. Goto Setup > Workflow Settings > Workflow rule > Create new rule for Request module. Then create alert, Goto ...
Email Snippets in Zoho Mail ensure that important information from an email is highlighted at the top of email preview. In business scenarios, there might be emails containing information that needs to be highlighted and showed to the users.