Sometimes, your requesters like to follow through with each and every stage your ticket passes through. But sending out email notifications for every status update could be quite intrusive, especially when the conversations go back and forth between each other.


A better work-flow would be to send email replies to the requestor just when you need additional information from them, or have to notify a major status change. With all the other progressions in the ticket, you could just add a public note so customers who really want to keep a check can stay on top, without overwhelming everybody else’s inbox.


Quick Guide to allow non-invasive updates with public notes:

  • Go to Admin > Email Notifications > Tickets.

  • Under Agent adds comment to Ticket, disable Requester Notification. 

  • Click on any ticket from the Dashboard or Ticket List View to open the ticket.

  • Select Add note and start adding a comment to the ticket.

  • Click on the Visible to Customer toggle and change it to YES.

  • Hit Add Note to add the public note.

Your customers will now be able to see this comment when they view this ticket from their support portal. Please note that when you use the “Add Note and Set as Resolved” option, the requester will still get a notification email. This is because the Ticket gets resolved notification would still be enabled. We recommend that you do not disable this even if you want to be non-invasive with your updates.