@davecarty Thank you for submitting your question to our community!

This is an interesting workflow, and I am interested in seeing what other users are doing for this workflow. 

One option would be to turn off notifications site-wide while your agent updates the ticket. 

@davecarty, that is a great question! Our district did something similar to this last year during winter break, we turned off notifications temporarily (for a day or two) and our Agents worked on adjusting issues/resolution actions to make sure our data is accurate. 

One option could be to create a Tag(s) and add it to the tickets that need attention (you can add Tags to resolved tickets). Then you could create a shared view with your Agents, using the Tag(s) as a filter. 

Interesting idea @Erica . Does the ticket creator stop receiving updates about ticket changes once a ticket is closed?

I can confirm any update to a ticket will still trigger email/push notifications unless the person has disabled them already.

Similar to what @Erica mentioned, we are contemplating correcting issues on old tickets for reporting purposes, and one of my to-do items to to disable all update notifications during that time. We haven’t gotten there yet tho.

Adding Tags to the tickets (open or closed) should not notify anyone.

I would, however, turn off notifications prior to changing the status to update Issues/Resolution Actions, as that would notify the user. 

Thank you @Erica and @jclark for adding your insight on this thread.