Change email template received by agents


  • Used Zammad version: 3.4
  • Used Zammad installation source: (source, package, …) package
  • Operating system: centos 7
  • Browser + version: chrome

Expected behavior:

  • change the template of emails sent to AGENTs , I want to change in the texte and add an image

Actual behavior:

  • Using the default template of emails

Steps to reproduce the behavior:

  • example after assigning an email to an agent he receive an email to inform him that he is assigned to a ticket

You can change the e-mail templates, although I don’t think you will be able to add an inline graphic.
The templates are at /opt/zammad/app/views/mailer/ . To change the notification for e.g. an initial ticket creation you make a copy of the file ticket_create/yourlanguage.html.erb and name it yourlanguage.html.erb.custom . In this file you can edit everything and add variables like
#{t(‘Customer’)}: #{ticket.customer.longname}

Just for completeness, this is also described here:


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