A ticket does not contain a reply and forward options


  • Used Zammad version: v3.3
  • Used Zammad installation source: (source, package, …) package
  • Operating system: Centos7
  • Browser + version: chrome

Expected behavior:

  • a created ticket should have reply and forward options

is it related how a tciket is created? via email channel or created by an agent ?

Actual behavior:

Steps to reproduce the behavior:

  • an agent create a ticket on behalf of a customer after reception of a phone call

This has nothing to do with the kind of ticket, but your group configuration.
See https://admin-docs.zammad.org/en/latest/manage/groups.html

You mean beacause I didn’t configure an email group?

Zammad can’t decide which mail address is shall use for sending out email, if the group doesn’t tell it which to use. So yes, your group configuration just lacks an mail address.

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