Silently close a ticket with no trigger

[vince.russo]

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.

[MrGeneration]

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:

• Scheduler ( http://admin-docs.zammad.org/en/latest/manage-scheduler.html )
• API

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.