Change default action of "Reply" in ticket

  • Used Zammad version: 4.1.x
  • Used Zammad installation type: Ubuntu 18.04 Package
  • Operating system: Ubuntu 18.04
  • Browser + version: Chrome

I would like my agents to use the built in ticket notes and for that to generate an email. If they type in the “enter a note” field this works fine, but sometimes they hit “reply” under the customer’s last note. I want to see if the function of that button can just generate a note rather than defaulting to an email.

That’s not possible within Zammads core.
As soon as you have a communication article and email address configured on the group in question you’ll get the email buttons below it.

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