I’m new to Zammad and want to verify i’m doing this correctly and have a question about notifications.
In my department I would like all tickets created via email to go to a queue and then have my Agents grab the ticket from the queue manually.
I have the Email Filter setup to apply an Organization, Group, and assign the ticket to a generic Agent named “Unassigned Ticket Queue”.
My questions…
Am I doing this the correct way?
How can I setup an email notification to specific Agents when a new ticket arrives? A way to CC the agents on each ticket via the Email Filters?
It’s difficult for anyone to tell you the best way to configure things. You need to setup a workflow that will work best for your team. There are many ways to configure Zammad and there is no right or wrong. Unless it doesn’t work. Then it’s wrong.
That being said, I find that leaving new tickets unassigned is better than auto assigning an agent. That’s me and my team.
I use email filters to determine which incoming emails go to which group. Organizations are auto assigned based on email domain. I also use filters to assign tags, state, priority, and Category. Not to mention to ignore incoming emails we don’t want tickets for. Out of office replies for example.
I use triggers to notify different groups when new tickets arrive.
Action is created
Group is Assigned Group
Email - Selected list of users
I use the Scheduler to notify of new tickets that haven’t been assigned within two hours, Reminder of tickets that have been open for extended periods, and Delete tickets that have been marked for deletion.