[solved] Merge ticket - no email

[it4change]

I'd like to merge tickets without sending an email to the customer.
I see there is a checkbox "inform sender" but I can't see that there is funcionality connected to it.

To: field is mandatory.
I would have thought that the following rules should apply:

Inform sender unchecked - results in a note.
Inform sender checked - emailadress mandatory

Am I misunderstanding something here?

[sysadmin_cfe]

Hi,
I am really interested in this case. The forum message is tagged as "solved" but I don't see any solution.

How did you solve this problem? Anyone could help?

Thanks.

[sysadmin_cfe]

Solution

When you merge the ticket, you have a check box that says "inform sender". If you don't check this box the email won't be sent. It is confusing, really confusion, since the edit email box is opened even when the checkbox is uncheck, but it won't send the email.