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How to "solve" a ticket without sending out a notification to customer

  • June 22, 2020
  • 2 replies
  • 0 views
A

In another post - How to "solve" a ticket without sending out a notification to customer: https://support.zendesk.com/hc/en-us/community/posts/360004397328-How-to-solve-a-ticket-without-sending-out-a-notification-to-customer-#comment-overview

You accepted the user's own solution and then closed the post to comments. Why close comments?

This is in relation to that post and I wish I could let the user know of a potentially better, shorter and easier way that seems to work.

Select "Internal Note" and then close / solve the ticket.

    2 replies

    A
    • Andrew42
    • June 22, 2020

    Hello Adrian,
    There are several articles in the community that cover this issue. The question on that post was how to avoid sending an email notification, not how to avoid the customer being able to see the comment, though they do mention for spam or misrouted email.
    Using private note would work, and is available in a macro. However it also hides the ticket comment from the requester entirely, not just email.
    I'm not sure why Nicole closed that one out - your suggestion may have helped, but I guess it was 8 months since the last comment.

    Nicole17
    • Nicole17
    • June 22, 2020

    I can reopen it for comment. It just seemed like a self-contained question and answer, and had gone quiet for a year. My thought was that if someone had a related but different question it would be better served in a new post.

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