How to close new tickets with trigger without notifying agents


  • Used Zammad version: Paid Zammad Hosted - version 3.6.x
  • Used Zammad installation source: (source, package, …) N/A
  • Operating system: All
  • Browser + version: All

Expected behavior:

We have triggers for automatically closing certain tickets. See below screenshot for an example. Is there a way to set the trigger to “close without notifying anyone” ?

Actual behavior:

Me, and our agents gets a bunch of unnecessary notifications for new tickets that have been automatically closed.

In Zammad:

And by email:

Steps to reproduce the behavior:

  • Create a trigger as shown in above screenshot.
  • Then send an email to Zammad matching the trigger.

The notifications you show in the screenshots are from the creation of the ticket, not from the trigger that’s closing them. You can only prevent this if you filter out these mails in your email channel with a regex filter and don’t even create a ticket from them.

Or the agent disables ticket update (and/or other) notifications completely.

Profile settings → Notifications will probably be to your favor.

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