I am no developer but I would think this works as intended. Maybe s.o. wants to send an email via trigger to internal agents and they should see the private note. You can prevent sending private notes to customers by adding the condition Article -> Visibility -> public in your trigger and automation.
Honestly I donât think that the system shouldâeverâsend private/internal notes to anyone except agents or adminsâŚ
I understand that {#article.xyz} refers to the latest article within a ticketâand while I think that the current way absolutely suits the internal communication (hence âis working as designedâ), there should definitely be a way to remind customers of an open ticketâideally including the last message from the agent to the customer. E.g. Zendesk does it with a variable named ticket.public_comments_formatted.
Also, something like this was suggested by @martini a while agoâŚ
As this is possible via triggers and schedulers, one might to this intentionally and thus itâs possible.
Currently, at least in the workflow weâre talking about, Zammads triggers always handle something because of the article the trigger got fired for. I understand that this might not fit your use case, but that would be a feature request.
If the community agrees, Iâm sure this wonât be an issue to implement.
I canât provide more information on if or if not at this moment, sorry.
Iâd love to contribute, but as alwaysâ sorry!âI donât know where to start. If someone could point me in the right direction, Iâd owe them a beer!
Today we had an internal discussion with the team about this pull request. Unfortunately we canât take this PR into our codebase and maintain it. We think the underlying issue is the lack of a proper template engine in Zammad that would enable the administrator to build advanced templates without the need of changing the code. That would also come with the benefit of a clean and maintainable architecture for us maintainers.
Asking you to integrate a whole template engine would totally not be feasible - thatâs clear to us. Therefore we would suggest to migrate your changes into an community addon until weâre ready and making it available over at the community board.
Sorry it took me so long! While I still think part of that functionality should be in Zammadâs coreâat least regarding sending automated ticket reminders to customers like for example Zendesk doesâI would love to create a community add-on.
Whenever you find the time, please tell me where to start. Thanks in advance!
I also very much would like to have a variable âarticle.last-public-commentâ but since this doesnât exist, I implemented a workaround. This has already been mentioned, but I wanted to share how I did this:
There are 3 cases how you can close a ticket:
1 - add public comment, set status to closed and update the ticket for both changes
2 - add private comment, set status to closed and update the ticket for both changes
3 - add private or public comment, update the ticket. Then set status to closed and update the ticket again
For case 1 I implemented a trigger like:
If status is closed, action is update, visibility is public
then E-Mail with visibility public to customer with text in the body #{article.body_as_html}
So when you write a public note and close the ticket simultaneously, the customer will get this note in the notification-email that the ticket was closed and doesnât have to check the ticket.
For case 2 and 3 I implemented the following trigger:
If status is closed, action is update
then E-Mail with visibility public to customer without text in the body #{article.body_as_html}
Now the customer will only get the basic text that the ticket was closed. He needs to manually check the ticket in the portal to see the public comments inside.
Thatâs not ideal, but this way no private notes are sent out and if you write your note while closing the ticket, it will still receive the customer.
On the other hand, when writing a note inside the ticket, the customer gets an email notification anyway (we set it up like that), so no public notes are hidden that the customer wasnât informed about.
Looking at the thread there were already some discussions and a try to implement this, so maybe thereâs already being some work done.
Thatâs why I didnât want to request the feature here but rather share with the community how we managed to get around this while it doesnât exist (yet).
sorry!âI donât know where to start. If someone could point me in the right direction, Iâd owe them a beer! 