reply to open case

When customer open a case, and operator (user) add a note or document, suitecrm send an email to customer, or I’ve to add a workflow to send it?

sorry, I’ve made a change that not send contact update.
but… when customer reply to a case, to custoemr arrive email with name of field ($contact_first_name $contact_last_name, $acase_name…)
other question: how can I add attachment to case, and send it to customer as a reply to customer case?

is it normal that cases don’t open after a working time? now here are the 9.30pm, and cases don’t are generated. Normal?