Customer don't have reply button on web page

Technical assistance
1

  • Used Zammad version: v6.4.1

  • Used Zammad installation type: docker

  • Browser + version: Chrome Version 131.0.6778.265

Expected behavior:

Have Reply button for customer on web page

Actual behavior:

don’t have it.

Hello, i’m testing zammad.
when a user creates a ticket he cannot respond through the web page, the “reply” button does not appear.

if the user reply to the email, it’s ok. ticket have the answer.

agents can reply with web.

Setting :

  • user: syncrho with AD. the user in the AD has an email address.
  • groups have an email address.
  • the email channel is entered.
  • channel website : ticket creation is actived

I think it’s not much but I haven’t found it (including on this forum :blush:)
thank you

2

Of course not. The reply button created an email reply which customers aren’t supposed to use. Customers (technically) add a web article. Visually the thing that comes closest to this can be found in our documentation within “adding new messages / notes”:
https://user-docs.zammad.org/en/latest/basics/service-ticket/follow-up.html#adding-new-messages-notes

Have a look your self at the bottom of the ticket.

3

Hello and thank you MrGeneration.
I thought the client would have a reply button like the agents.
I understand better how it works.

4

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