Is there a way to configure the automatic notification email once a new ticket is created? I mean, providing a template text similar to that placed into a trigger, but obviously directed to the backoffice (agents)
I’m running zammad 6.3.1.
Zammad does that using System Notifications
https://admin-docs.zammad.org/en/latest/manage/trigger/system-notifications.html
To do so you need to set up an outbound SMTP or local MTA according to Email Notification — Zammad Admin Documentation documentation
Our agents get a new ticket notification if they set their notification settings correctly (scroll down to notification on this page for more info)
https://user-docs.zammad.org/en/latest/extras/profile-and-settings.html
Hello fluca,
You can also do it using a specific trigger on Configuration > Triggers section.
This is the one I created to send an email to the customer creating the ticket:
This is the email template I use, the black section is just the signature:
@skip, thanks, I found that I need to change the files in the mailer directory, even if I’m not comfortable with that.
However, how to change the language setting for all the users so that I can get the correct transation from the mailer subdirectory?
@fpardo thanks for the suggestion, but I was referring to the notification of new ticket creation to the agents, not to the customers. If I get it right, your trigger is for emails sent to the customer.
Hi!
Correct, you have to add a .custom to the file like e.g. /opt/zammad/app/views/mailer/ticket_create/it.html.erb.custom and then you can be sure that the original file is still existing and edit how you like it.
Official docs:
Also the variable work fine in the template like #{ticket.title} and the others.
I did it too and it works well.
The issue with changing the language for the user is that
- there is no way to do so in the UI
- even if you could do it using the rails console or the API you would have to disable the language change options in the
Agent Rolepermissions otherwise they can change it manually and then the templates are wrong again
Best,
Skip