It would be great if a feature could be added to hide a ticket from the assigned user.
Many times we want to create a ticket to track a certain item that we are doing, but do not want an end-user to see. We still want to associate a ticket with a end-user/company for tracking and search capabilities. We also want to set up automation rules around certain hidden tickets to send internal email notifications.
I'm thinking a simple check box that can be selected at ticket creation time or later within the ticket details that says Hidden Ticket or Visible to Customer. If checked, only technician updates would be allowed, an end-user would not receive any email updates, and if they logged into the ticket system, that ticket would not display in the list of tickets.