My agents are making updates to tickets that do not include a public comment. However, customers still receive an email notification informing them the ticket was updated.
There is at least one trigger in your account configured to send a notification when the ticket is updated but doesn't check whether a comment is present. You can locate this trigger by searching for the Email notification event in the ticket's audit trail (see the article: How to tell if Zendesk Support is sending email notifications to customers). The event includes a link to the trigger that generated the email notification.
To limit the trigger to fire only when a comment is present:
- Add the condition Comment | Is | Present, and requester can see comment to the Meet ALL of the following conditions section.