Ability to mute tickets so no notifications are sent to Customer

Technical assistance
1

Infos:

  • Used Zammad version: 5.3.1-1676465796.746f9768.focal
  • Used Zammad installation type: (source, package, docker-compose, …) Package
  • Operating system: Ubuntu 20.04.5 LTS
  • Browser + version: Chrome 111

Expected behavior:

After creating a boolean object called ‘Mute Notifications’ and then editing our triggers so that if ‘Yes’ then don’t send a notification.

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Actual behavior:

Sends a notification on ticket closure anyway. We essentially want to be able to close tickets without a notification going to customer.

2

Is the trigger you’re showing that seems to not work the only trigger in the system or is there more?
If there’s more, then it may be a different trigger fireing. The title in the ticket in question below any article causing the trigger to fire would help you finding the trigger.

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Note that agent notifications don’t have any affect on trigger scope. So if you’re talking about an agent notification then you can’t do anything about it.