Trigger sends notifications for internal comments after ticket is closed


  • Used Zammad version 4.1:
  • Used Zammad installation type: Package
  • Operating system: Ubuntu 20.04
  • Browser + version: not related

Expected behavior:

After the ticket is closed sometimes we have to comment internally the issue. The internal comments should not send the notification again

Actual behavior:

  • The notification is sent on ticket close action, and on every comment after that

Steps to reproduce the behavior:

  • create ticket ā†’ close the ticket ā†’ add internal comment

Good afternoon, do you add an internal comment or a public one?

As written, the comment is internal one.

Then all you have to do is add the condition Visibility = public so the trigger will ignore hidden comments

This method works only when I close the topic and I make additional public comment. If the last public comment was sent for example a day before and Iā€™m only closing the ticket, then notification is not send (trigger conditions are not fulfilled)

Have you tried reversing it? Visibility IS NOT internal?