Can't reply on imported ticket

[davide06]

Zammad Version: 6.3.1-1729263800.69400098.centos9
Installation Type: Package
Operating System: AlmaLinux 9.4 (Seafoam Ocelot)
Browser & Version: Latest version of Chrome

Hello,

I used the Zammad API to import tickets from an old ticket system. While the import process worked seamlessly, I noticed an issue: the reply button is missing, preventing me from replying to users.

New tickets created directly via email in Zammad work perfectly fine, so the issue seems to be specific to the imported tickets. I’ve checked the forum and confirmed that the email is correctly set up in the assigned “group.”

Do you have any suggestions on how to resolve this?

Thank you!

[fliebe92]

Hi @davide06. Hard to say what happened without knowing your import

[skip]

Hello,

that happened to us as well when we migrated from OTRS 6.

Imported ticket were not recognized as let’s say new tickets and did not have the reply button.

What I did was to set up a trigger that sends the content of a Public Note to the Customer (in our case renamed to DSB)

This part at the end sends the article body (the content of the note)

-------

#{ticket.owner.firstname} schreibt/scrive:
#{created_article.body}

-------

And I sent a one pager to our agents that for the imported tickets they had to use the Public Note function and for the new tickets to use the reply function.

As I said, this was my work-around, not sure if Zammad makes it usually possible to reply to imported tickets in any other way.

Best,
Skip

[davide06]

Hello @fliebe92 ,
Which details do you need?

I’m migrating from Hesk and using your PHP API client: zammad-api-client-php. If you need more information, just let me know!

Grazie ( ) for the integration @skip — it’s a clever workaround! However, I’m hopeful the Zammad team can assist in resolving this issue.
Meanwhile I marked your solution as last resort.

[fliebe92]

Hi @davide06. I am not familiar with the API client at all, sorry. I really think it depends on your script.

[davide06]

Problem solved!!

Article must be of type ‘email’, ref: Articles — Zammad System Documentation documentation

Now I am able to see the reply button…just need to fix some other issues on my own