How to close old tickets without sending email notifications (Zammad 6.5.2)

[0xdolan]

Infos:

• Used Zammad version: 6.5.2
• Operating system: Linux
• Browser + version: Brave (latest)

Expected behavior:

• Be able to close old tickets (including bulk close) without sending any email notifications to the ticket customers.
• Ideally, this should be possible through the GUI, or via a supported configuration (trigger, scheduler, setting, etc.).

Actual behavior:

• Closing tickets (manually or in bulk) always sends email notifications to the affected users.
• There is no clear way in the UI to temporarily disable or suppress these notifications.
• Triggers and other automation options do not allow “silent” ticket closure.
• The only known workaround seems to be updating ticket states directly in the database and re-indexing, which is not a safe or supported approach.

Steps to reproduce the behavior:

• Have existing/old tickets created by different users.
• Close a ticket (or multiple tickets) via the UI.
• Observe that email notifications are sent to each customer.
• No option is available to prevent or suppress these notifications.

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Additional notes:

I’ve already reviewed several related community topics, but none provide a solid, supported solution via the GUI:

Disable Mail Notification when ticket closed

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I’m looking for any recommended or supported workaround, such as:

• Temporarily disabling notifications globally
• A way to silently close tickets (even in bulk)
• Any GUI-based or officially supported approach

Any ideas or guidance would be appreciated. Thanks!

[0xdolan]

For anyone who needs a workaround for this scenario, I disabled the email account under
Settings > Email > Email Accounts.

Also, make sure the user you don’t want to receive emails is not part of the Agent group.
You can check this under Settings > Users, where you can filter users by Agent and temporarily remove them from that group (you can add them back later).

After that, re-enable the email account.
Now, when you change the status, that user will not receive an email notification.

This isn’t the proper or ideal solution, but it worked for resolving my situation.

[DD4PK]

Sorry I’m tired and not reading all of that, but I use a tag for that. Some people don’t want to get a notification for everything that happens so we just set this DISABLE_NOTIFICATIONS tag and filter that in our mail notification triggers.

[0xdolan]

Thank you. Is it a global setting for all users or can be specific to some users as well?

[DD4PK]

Solely depends on what tickets you assign the tag to. If you set a scheduler to assign the tag in a specific way to certain user’s tickets, then those will no get notifications at all.