Auto-Close tickets when client does not respond


  • Used Zammad version: 5.3.1
  • Used Zammad installation type: Debian Package
  • Operating system: Debian
  • Browser + version: Firefox

Expected behavior:

My concept idea is the same as in Waiting for client state - except I realized there is no need for an extra state.
When an agent responds, the ticket should enter pending close, when a customer responds it should open again.

Actual behavior:

You can see the automation config above, since there is no action “email sent” (would love to have that!) I used last agent contact as filter.
But even when I update a task just updating the task state to open, the trigger updates it to pending close, despite the last agent contact being hours ago.

Steps to reproduce the behavior:

Update a ticket with no customer contact for at least a few minutes.

I’m not sure what your actual question is.
Schedulers don’t react to actions, that’s what triggers are for. I implemented a “Waiting for customer” mechanism with a new state and a combination of a scheduler task and a trigger.

The above is a Trigger.
I managed to do it with two triggers now, still I wonder whether this shouldn’t be easier as it seems such a standard feature.