How can I stop sending an email to customers when I solve a ticket?

Question

I don't want my customers to receive an email when I solve their ticket. How do I make sure they do not get a notification when a ticket is solved? Is it possible to solve tickets without sending an email to the requester?

Answer

The default trigger, Notify requester and CCs of comment update, is most likely responsible for the email because the actions of the trigger notify end users of a new public comment on the ticket.

To stop email notifications from going out when a ticket is set to solved, adjust the trigger to only notify requesters when the ticket is set to any status other than solved.

1. Identify the trigger sending the email notification to the customer.
2. Edit the trigger responsible for sending this email notification.
3. Add the condition Object > Ticket > Status category | Not changed to | Solved to prevent a solved status from firing the trigger.
   

Note: In accounts with custom ticket statuses deactivated, use the condition Status instead of Status category. If your agents do not send a final public reply when they solve a ticket, add the condition Ticket > Comment | Is | Public on all your email notification triggers. Your agents can solve tickets without a public reply and customers will not get an email.

For related information about email notifications on solved tickets, see the article: How do I notify my customers that their ticket was solved?