email notification on close with most recent article included

Technical assistance
1

Hey team Zammad,

I’m wanting to have notifications go to a customer when their ticket is closed to tell them it’s closed but also include the last article that was entered on the ticket.

I have a new ticket and updated ticket trigger setup and working but my closed ticket one does not seem to be working. I was initially trying just “State is closed” but then I found a forum post from a couple of years ago suggesting that “State is Closed” and “Action is updated” should work but still no luck.

I also want to include the last note left on the ticket (I believe in Zammad this is an “article”) so that I can include a message to the customer. I’m aware that I can use a hash and then include a variable in curly brackets but I don’t know where to find a list of those variables and so am unsure what I should use to include the most recent article.

Could someone point me in the right direction please
(I’m new here, so apologies if this is really obvious stuff)

2

You may want to add your Zammad version (if you ignore the template…) and might want to provide what you’ve tried so far.

3

Thanks for coming back to me @MrGeneration and apologies for failing to include the version etc.

  • Vultr vm (1 x vCPU, 1024mb RAM(*), 25gb SSD)
  • OS: Ubuntu 24.04.2
  • Zammad: 6.4.1-1741348581.b9a98307.noble
  • Installed via Package manager using instructions at docs.zammad.org

( * I think I need to give it some more ram but I don’t think that’s the cause of this problem)

I have tried creating a trigger as follows;
Name: Ticket Closed
activated by: Action
action execution: tried both options
conditions for affected objects: tried 3 options

  1. state is closed
  2. state is not {merged, new, open, pending close, pending reminder}
  3. state is closed + action is updated

Execute changes on object; email
Visibility: Public
Recipient: Customer
Subject: Your ticket has been closed #{ticket.number}
Include Attachments of the article: No
Body: Hey, We just wanted to let you know that your ticket “#{ticket.title” with ticket number #{ticket.number} has been closed. If you think this is an error then please reply to this email and it will be re-opened or to provide additional information, please click on the following link: #{config.http_type}://#{config.fqdn}/#ticket/zoom/#{ticket.id}. Regards,
Localization of execution: not ticked
Note:
Active: active

Expected action: When a ticket is closed an email will be fired to the customer email address.
Observed action: No email received

Have verified correct operation of other triggers and emails are being received for ticket creation and ticket updates.