Email gets generated but ticket doesn't (sometimes)


  • Used Zammad version: .3.0-1670595017.1c7d44aa.focal
  • Used Zammad installation type: package
  • Operating system: Ubuntu 20.04
  • Browser + version: chrome 109.0.5414.75

Expected behavior:

Customer sends an E-Mail to our support-email → he gets an automated answer email and a new ticket is opened.

Actual behavior:

Only the answer email is sent out.

Steps to reproduce the behavior:

send an email to our support-mail.
sometimes it works and both is done. sometimes only the automated response is sent.

Please note that Zammad 5.3.0 is prune to security issues, you may want to upgrade the installation asap.

Your issue is a classical missing permission topic.
If Zammad sends out the trigger based email, the ticket definitely has been created before hand.

Ensure the user in question has the needed group permissions to view the ticket in question.
See: Group Access Levels — Zammad documentation