Does anyone have an answer for this
Hi. We have the complete opposite in our Zammad 5.x installation
Every mail that comes in for a certain ticket is created as public. It would be great if it would be private a first - at least in most of the cases I use our Zammad.
We tried to find something in the configuration about this a couple of weeks ago but have not found anything that could be helpful.
Sounds like OP is having issues with a trigger.
Martins “issue” can be solved with those as well.
TL;DR: Described behavior is not default behavior.
What’s strange is that I don’t set any article visibility via a trigger when a customer answers to a ticket. Most of the time the customer answers to an e-mail that is generated by a trigger, the article then is send to the ticket, set to internal (who ever knows why) and then a trigger fires and gives the agent a description that the ticket was updated by the customer and what text the customer wrote.
Is it possible that theres a bug anywhere?