Notifications "ticket updates": only from customer or assigned to me

Feature requests
1

The system notifications currently sends notifications including “ticket updates”.

It should be possible to control the “ticket updates” notification more precisely

  • only if a ticket update was triggered by a customer email or customer article. But not if another agent is processing the ticket
  • only if my user is set as the owner
2 Likes
2

Can you describe a use case for why this might be important? When I am responsible for a ticket, I personally am interested in all changes to the ticket.

This is already possible. We have a column for “My tickets”.
Profile & Settings — Zammad User Documentation documentation

3

I have a few bots updating tickets (they amend serial numbers, ERP data etc) this happens regularly and therefore my agnates receive a lot of useless notifications. It would be great if there would be an option to exclude certain updates.

Alternatively maybe someone can point me to a way of achieving this using the API?

I tried trigger but those always leave internal notes. There is currently no trigger action that ONLY creates a notification (AFAIK)