Agent Reply on email doesn't send email to customer + Email Signature

[hweadmin]

• Used Zammad version: 5.4.1
• Used Zammad installation type: package
• Operating system: Ubuntu 22.04 LTS
• Browser + version: chrome/firefox

Expected/Actual behavior:

1. I got zammad in past too, I remember that it was possible to answer via mail on “Ticket was created” email to give a fast answer to the customer, additional it was assigend to the agent who replied + it was attached at ticket.
   This behavior works except the email to the customer.

2. i want seperate signatures for agent, is there not an easy option to assing it to users instead of groups?

Steps to reproduce the behavior:

1. I created a trigger (send email when updated) which works, but then it sends 2 emails if you answer through Zammad Web Ticketsystem with the “answer” button.

2. I tried with group assignment but you have to switch in ticket to another group, but then every other agent has this option too or with less permissions isnt able to see the tickets assigned to another group

Thanks in advance!

[MrGeneration]

@hweadmin

I got zammad in past too, I remember that it was possible to answer via mail on “Ticket was created” email to give a fast answer to the customer, additional it was assigend to the agent who replied + it was attached at ticket.
This behavior works except the email to the customer.

You can send these kind of information via Triggers. Note that trigger based emails only work if the group in question is configured with an email address.

This is completely detached from the notification channel and agent based notifications.
You can learn more about these topics in our documentation:

• Groups: Groups — Zammad Admin Documentation documentation
• Triggers: Triggers — Zammad Admin Documentation documentation

Note that trigger based mails may behave differently depending on your trigger configuration and the user permissions. It may be a difference if you’re creating a ticket as customer or agent.

@hweadmin

i want seperate signatures for agent, is there not an easy option to assing it to users instead of groups?

No that is not possible.
Each group determines what signature Zammad provides.
However, you can use variables to make those signatures more dynamic. Keep in mind that the information you want to provide has to be available to the moment the signature is being built. This usually can be a problem if you’re creating the ticket in the moment.

You can find variables here:
https://admin-docs.zammad.org/en/latest/system/variables.html