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 don't get a notification when a ticket is solved? Is it possible to solve a ticket and not send an email to the requester?

Answer

The standard trigger, Notify requester and CCs of comment update, is likely responsible for the email because the actions of the trigger notify end users when agents make a public comment.

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

Edit the trigger responsible for the email notification

Add the condition Object > Ticket > Status category | Not changed to | Solved

Make sure to review other triggers and automations in your account that send out notifications to requesters when the ticket is solved, and adjust the conditions similar to the steps above

Note: In accounts with custom ticket statuses deactivated, use the condition Status instead of Status category.

If your agents don't send a public reply when they solve a ticket, add the condition Ticket > Comment | Is | Public to all your email notification triggers. Your agents can solve a ticket without a comment that sends a notification to requesters.

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