[otrs] Status Change via note

Why cant we change the status of a ticket without emailing the user? There are some internal status changes that happen before a ticket is closed and the agents would prefer not to email the customer when they change the status every time. I have seen that the phone call option allows me to change the status without emailing the customer, which is good; and it also allows the customer to see in the ticket history when a status is changed. But the naming of it causes confusion.. Anyone have similar situations and found a way to make it work? -Andy Lubel --