Customer notifications

[TobiasFrei]

Dear members of the community,
i have an issue to perform and i am not able to complete without further help.Our customers should receive a notification after a ticket was assigned to an agent at the first time. I tested it with event based notifications and with event type TicketStateUpdate= Open.
The problem is that customers even receive a new notification after the ticket was closed and they say "Thank you" (cause the state is changed from "Closed" to "Open". TicketOwnerUpdate would not help because i do not want the customers to getto know every internal change of an agent

Any ideas how i could solve the task?

Greetings

Tobias

[crythias]

Our customers should receive a notification after a ticket was assigned to an agent at the first time

The agent should be the first contact via reply/response and account for this task manually. It doesn't matter in any practical sense to a customer who owns a ticket until the owner talks to the customer.

[TobiasFrei]

Thank you, crythias!