# E-mail notification to customer when there's activity on their issue?

**URL:** https://community.zammad.org/t/e-mail-notification-to-customer-when-theres-activity-on-their-issue/5908
**Category:** Technical assistance
**Created:** [December 18, 2020, 7:22am UTC](https://community.zammad.org/t/e-mail-notification-to-customer-when-theres-activity-on-their-issue/5908 "2020-12-18T07:22:34Z")
**Posts on this page:** 5
**Page:** 2

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### Author: ![estan](https://community.zammad.org/user_avatar/community.zammad.org/estan/32/3627_2.png) [@estan](https://community.zammad.org/u/estan)
#### Post date: [January 5, 2021, 9:59pm UTC](https://community.zammad.org/t/e-mail-notification-to-customer-when-theres-activity-on-their-issue/5908/21 "2021-01-05T21:59:24Z")

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I was finally got it all to work.

Inspired by the [link](https://admin-docs.zammad.org/en/latest/channels/email/advanced/sendmail.html) @MrGeneration gave about configuring a sendmail local MTA, I came up with this to instead add an Email Account without incoming, but with outgoing configured to use our SMTP server:

```auto
rails r "Channel.create(area: 'Email::Account', options: { inbound: { adapter: 'null', options: {} }, outbound: { adapter: 'smtp', options: { host: '<HOST>', port: 25, user: '<USER>', password: '<PASSWORD>' } } }, active: true, preferences: { editable: false }, updated_by_id: 1, created_by_id: 1)"

```

This gave me

 ![account](https://community.zammad.org/uploads/default/original/2X/f/f89c4d053aaf4e2b82613880f5842ee8ba96fa00.png)

I added the Email Address to it manually using the web UI.

I then configured this Email Account as the account for all our ticket groups.

Then I could configure the following trigger:

 ![bild](https://community.zammad.org/uploads/default/original/2X/d/d58d4988527d26b7782b38d93de0efc6d7882e6f.png)

And fill in the following template for the mail:

```auto
Hello #{ticket.customer.firstname},

Your ticket at <OurCompany> Support has been updated by #{ticket.updated_by.firstname} #{ticket.updated_by.lastname}.

Please visit #{config.http_type}://#{config.fqdn}/#ticket/zoom/#{ticket.id} to see your ticket.

```

Customers are now notified the way we want them to be when there are updates to their tickets 👍

Many thanks for your suggestions @MrGeneration and @rsysadmin, they both helped out in the end.

The only minor annoyance I have is that on the ticket, Zammad prints out a text

```
"Your ticket has been updated" -> "e-mail@of-the-customer.com"

```

each time the trigger runs, and even customers get to see this text. We would like to turn off this printout completely.

---

<div class="post-metadata">

### Author: ![estan](https://community.zammad.org/user_avatar/community.zammad.org/estan/32/3627_2.png) [@estan](https://community.zammad.org/u/estan)
#### Post date: [January 5, 2021, 10:18pm UTC](https://community.zammad.org/t/e-mail-notification-to-customer-when-theres-activity-on-their-issue/5908/22 "2021-01-05T22:18:26Z")

</div>

Final question: Is there a way to create a trigger that only fires if a note was made on the ticket? I realize now that we might not want an e-mail sent on everything covered by the “Action is updated” condition.

The only thing I could find among the available conditions relating to “note” are “Customer \> Note contains/contains not” and “Organization \> Note contains/contains not”… but I have a feeling this is not what I’m looking for?

Are the trigger conditions documented somewhere?

---

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### Author: ![estan](https://community.zammad.org/user_avatar/community.zammad.org/estan/32/3627_2.png) [@estan](https://community.zammad.org/u/estan)
#### Post date: [January 5, 2021, 10:29pm UTC](https://community.zammad.org/t/e-mail-notification-to-customer-when-theres-activity-on-their-issue/5908/23 "2021-01-05T22:29:40Z")

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> Final question: Is there a way to create a trigger that only fires if a note was made on the ticket? I realize now that we might not want an e-mail sent on everything covered by the “Action is updated” condition.

I think I figured this out:

 ![bild](https://community.zammad.org/uploads/default/original/2X/a/a0b62211aac7bd3d4d25bdf9cc98f4ad28892bf0.png)

---

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### Author: ![MrGeneration](https://community.zammad.org/user_avatar/community.zammad.org/mrgeneration/32/9260_2.png) [@MrGeneration](https://community.zammad.org/u/MrGeneration)
#### Post date: [January 14, 2021, 8:53am UTC](https://community.zammad.org/t/e-mail-notification-to-customer-when-theres-activity-on-their-issue/5908/24 "2021-01-14T08:53:54Z")

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Glad you could address your use case!

> [@estan](#):
>
> The only minor annoyance I have is that on the ticket, Zammad prints out a text
> 
> ```auto
> "Your ticket has been updated" -> "e-mail@of-the-customer.com"
> 
> ```
> 
> each time the trigger runs, and even customers get to see this text. We would like to turn off this printout completely.

I’m afraid that this is currently not possible.

> [@estan](#):
>
> > Final question: Is there a way to create a trigger that only fires if a note was made on the ticket? I realize now that we might not want an e-mail sent on everything covered by the “Action is updated” condition.
> 
> I think I figured this out:
> 
> ![bild](https://community.zammad.org/uploads/default/original/2X/a/a0b62211aac7bd3d4d25bdf9cc98f4ad28892bf0.png)

That’s exactly how it’s done, well done! 🙂

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### Author: ![system](https://community.zammad.org/uploads/default/original/1X/5c5afaea2d23f811dbec33cd4edb02fa29d3262f.png) [@system](https://community.zammad.org/u/system)
#### Post date: [May 14, 2021, 8:53am UTC](https://community.zammad.org/t/e-mail-notification-to-customer-when-theres-activity-on-their-issue/5908/25 "2021-05-14T08:53:57Z")

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