I´m currently evaluating Zammad as an alternative for OTRS.
I´m looking for a feature which does the following:
- Customer is creating a ticket (from Web or Email) in a ceartain group
- If the ticket is in a ceartain group, the ticket will be automatically forwardet to a external Email
- The external Email responds to the Email
- The answer of the Email will get matched to the right ticket
Is this yet possible with zammad? Am i too stupid to build something like that with triggers and email filtering?
Could you guys perhaps send me a guide or list the steps to get this working?
Thank you in advance.
i think everything you ask for should be possible.
Have a look at those two parts of the documentation:
You could build a trigger for this:
I don’t think i’m understanding you 100%. Could you be more specific on this?
Zammad supports this - yes. You can configure this inside the email settings.
thanks for your reply.
Is it possible to send an Email via Trigger to a 3rd party which can be chosen free? I feel like there should be a “custom” field for external Emails.
The thing I want to do is (perhaps you know the feature from OTRS) if a User creates a Ticket in a certain group the ticket will be opened as normal but a 3rd party will be notificated via email about the ticket and the hole content of the ticket (e. g. the customer writes a update to the ticket)
I hope you understand what I trying to discribe. If not feel free to ask me again and I will try to do a drawing.
Thanks in advance.
i think this isn’t possible with the GUI atm. Maybe there’s some workaround via API but you’d probably have to code that yourself.
That set aside it’d be a nice enhancement though.
do you know where I can put this topic as a feature request? Right here or do I have to put this on Github?
Please use the communtiy (so right here) with simply the category “feature request”.
I’d also create a new topic with the feature request to keep it clean and also describe the use cases better.
This essentially helps for understanding and voting.
This topic was automatically closed 120 days after the last reply. New replies are no longer allowed.