Some requests we get through to support are not something the support team can help with (e.g. commercial requests from requesters). In this case we hand over the email chain to the relevant people and close the ticket from the support side.
Unfortunately, if the agent doesn’t let the requester know they will receive a “ticket closed” notification, the requester gets confused/ annoyed thinking the business has closed their request when we haven’t. It’s just being dealt with by someone outside of support.
It would be great to have the option to specify on tickets that changing the status would not trigger the related notification on an ad-hoc basis.
