Automatically change email address when changing ticket's user

[6tech]

Infos:

Infos:

Used Zammad version: 6.4.0-1731502166.7fd61b3b.bookworm
Used Zammad installation type: package
Operating system: Debian 12
Browser + version: Firefox 132.0.1

Expected behavior:

• When changing customer inside a ticket, the reply-to should change to the new customer instead of the original one

Actual behavior:

• Recipient of the following e-mail stays to the initial user who created the ticket instead of changing to the new customer

Steps to reproduce the behavior:

• A ticket is opened by a user. An agent changes this ticket to another user. When replying, the recipient is still the original user e-mail address instead of being updated to the new user.

Hi there,

I don’t know if there is a way to do this and if I am clear : I would like to automatically change the recipient email address of the next answer to a ticket when an agent changes the user associated to the ticket. Currently, when an agent changes the user of a ticket and then replies to the ticket, the original email address is still automatically filled inside the recipient field instead of the new user email address.

Is there a way to do this with a trigger or something ?

Thank you for your help !

[MrGeneration]

Zammads reply buttons always use the meta information from the article you’re using the button with.

This is relevant, because the relevant persons / stakeholders in may change dynamically - so you can’t just blindly always use only the ticket customer or all email addresses that appeared in a ticket.

If the ticket customer changes and thus the relevant mail address for the communication does too, you will have to adjust the email address in the TO (and CC is applicable) once during answering in your ticket. The next response from the customer should fit your expectations and should thus allow you to use the reply buttons as expected.