Auto reply on new tickets, including people in Cc:

Technical assistance
1

Infos:

  • Used Zammad version: 3.1
  • Used Zammad installation source: package
  • Operating system: Centos 7
  • Browser + version: Firefox 69

Scenario

Customer1 sends an email to the configured Zammad’s email, the email has one person, Customer2 in Cc:

Expected behavior:

Ticket creation notification should be sent to both Customer1 and Customer2

Actual behavior:

Ticket creation notification is sent to Customer1 only.

Steps to reproduce the behavior:

Send an email to the configured Zammad’s email with someone in Cc: ; the person in Cc: won’t appear in the ticket creation notification email.

Is it possible to achive what I’m looking for? If so, how?

Thanks for your help!

2

No this is not possible.
Usually you’re putting people in CC to make them aware of a task you’ve done.

Zammad will acknowledge the CC-Recipient if he sends a mail with the same subject and put the answer into the same ticket, if that’s what your concern is about.

Other than that, there’s currently no way to tell Zammad to “Answer to all recipients” or something like that.

3

Hi Marcel, please excuse me if I’m logging a few tickets but I’m new to Zammad and I’m trying to iron out some doubts I have. :slight_smile:

Thanks again

4

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