Selecting 1 of 2 different actions when closing a ticket

Hi @mind, 

Ahmed is right and we do not currently have a way to customize the Closed status. However, it seems you would like to send an email to users when you close a ticket for specific scenarios. 

As a workaround, you can create a trigger that sends an email notification first before changing the status of the ticket to Closed. Just make sure to that the action "Email user" goes first and is on top of the status action. Hope this helps. 

You can then keep the default automation "Close ticket 4 days after the status is set to Solved" to close off tickets after four days without sending an email to the ticket requester. 

@mind

When you mean closed, do you really mean solved? Meaning, when you solve a ticket you want a the following scenarios: 

- Solving without notifying the user
- Solving with notifying the user

In that case, there's a simpler workaround to this by using tags to prevent the email from being sent when you don't want to email the user.

Find the trigger you have which is sending an email notification to the user whenever a ticket is solved (dependent on your customization, you may have a different trigger, but there is a default "notify requester of solved ticket" or something like that). 

Add a condition to your ALL set that is tags contains none of the following [custom tag]. For us, we use silent_solve. Here's a screenshot of our solved notification trigger with this condition built in (again, all in the Meet ALL of the following conditions set): 



Anytime we want to solve a ticket without notifying the requester, we add the tag silent_solve to the ticket (manually, by macro, or however you want to add it). That way, the ticket will solve (and ultimately move to close) without any notifcation to the end user.