Ability to mute tickets so no notifications are sent to Customer


  • 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.

Actual behavior:

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

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.

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.