Below, you can see the "system (email-external)" and "system (email-notification-ext)" entries in the ticket history. I found this confusing for the customers. I try to turn them off. So that the tree show only customer's and agent's messages and not the system's messages. But I still want to receive the notification emails. I can't find any way to configure this.
Any idea?

Zoom Ticket : 1000172

Age: 6 minutes

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Created: 10/15/2007 

     |--> customer (webrequest) 10/15/2007 15:41:52
     |-->customer (webrequest) 10/15/2007 15:42:37
         |-->system (email-external) 10/15/2007 15:42:37
         |-->>> system (email-notification-ext) 10/15/2007 15:42:39


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Subject:

Re: [Ticket 1000172] New State "open"!

 
*** THIS IS JUST A NOTE ***
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_/|\_ Samphan Raruenrom. Open Source Development Co., Ltd.
Tel: +66 38 311816, Fax: +66 38 773128, http://www.osdev.co.th/