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 to tell if Zendesk Support is sending email notifications to customers). 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.

If you are unable to locate the trigger that sends email notifications to end users, or the issue persists even after limiting the trigger to fire only when a comment is present, contact the Zendesk support team for further help.