Option to create a case and not have it send any notifications to customers

[Jon Weiss]

I have the notifications set to notify customers whenever a new case is created or updated in the portal or through email.  I would also like the option of creating a case or making an update without notifying the customer.  Is there a way to do this?

[Angélica Luz]

Hi Jon,

Welcome to Atlassian Community!
What triggers the notification to be sent to customers is the Request type.
So, in this case, there is no setting that could prevent a notification to be sent to a customer, but the workaround is to create a ticket through the + button.
The reason why we need to use the + button is that when we create a ticket internally and not using the customer portal or email, the request type will be set as "No match" and it means that the customer won't receive any notification.

Hope this helps!

Regards,
Angélica