My customers are receiving email responses even when I don’t add a public comment

Issue Symptoms

My agents are making updates to tickets that do not include a public comment. However, end-users are still receiving an email notification informing them the ticket has been updated.

Resolution Steps

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 How can I tell if my email notifications are being sent to the end-user?). The event will include 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.