Silently close a ticket with no trigger

Infos:

  • Used Zammad version:
  • Used Zammad installation source: (source, package, …)package
  • Operating system: ubuntu 18.04
  • Browser + version: 2.9

This is more of a HOW DO I? IS IT POSSIBLE QUESTION? I looked though the user docs and didnt see any option. Is it possible to close a ticket silently? There are some occasions where we would like the option to close a ticket without trigging a customer notification. We just came over from freshdesk and they had an option where when you updated a ticket you could hold shift and click the close button and it would not send any notifications to the customer.

Well yes and (maybe) no.
You want to auto close an issue based on e.g. it’s age/last update. Trigger require you to physically touch the ticket so a Trigger runs.

You have two options to do this:

As for API this bring you one big plus:
You can use a specific API user which you can filter within triggers “not updated by specific user API-Dude”. By this, the Trigger will ignore updates from this user.