- Used Zammad version: 6.2
- Used Zammad installation type: source
- Operating system: Debian Bookworm
- Browser + version: Firefox 115.11.0
Expected behavior:
My users can open ticket just by send an email and I need to manage them by the same way from agents side so I’ll use Zammad to save\store history’s ticket.
Actual behavior:
I start to “script” triggers with two differents “tasks” one named “Ticket update” and another one named “Ticket close”; when a user send an email to the zammad’s email account the agents receive an email from noreply@isp.com and not from zammad_server@isp.com (this is the account configured in zammad).
When the agent reply to the ticket by email can insert by hand zammad_server@isp.com but this email can updates the ticket just as internal and the user who open the ticket doesn’t receive messages.
Steps to reproduce the behavior:
Ticket update:
-Conditions for affected objects *-
Subjects contains UPDATE
Action is updated
-Execute changes on objects-
State opened
Owner Current user
Ticket close:
-Conditions for affected objects *-
Subjects contains CLOSE
-Execute changes on objects-
State closed
Owner Current user
I don’t know if Zammad’s triggers can manage tickets by email so I didn’t understand which trigger should I enable to reply emails like what I can do from the Zammad’s webpage!
For the update triggers I could also “play” with conditions like “if there’s something in the subject do update status” and just to close a ticket I could use a specific word or a specific letter because CLOSE could be a keyword of the ticket made by the user.