Email notification sent to the agent instead of the customer


  • Used Zammad version: 3.3.x
  • Used Zammad installation source: package
  • Operating system: Debian buster
  • Browser + version: Firefox 68.7.0esr

Expected behavior:

  • After creating the ticket for a customer, I expected the email notification to be sent to the customer, however it was sent to me (the owner and creator of the ticket).

Actual behavior:

  • The mail notification was sent to me.

Steps to reproduce the behavior:

  • As an agent, create a ticket for a customer (in my case the customer was also an agent), fill in the customer field to that person, take ownership of the ticket, validate.

Could that be related to Ticket updates are not being sent back to the ticket originator ?

hmm, no it looks different.

Hey @popindavibe,

notifications are simply not meant for customers. They’re only used to inform agents about ticket updates.
So everything is working fine on your setup.

Any mail to customers has to be sent via triggers/automations or manually from inside the ticket.


Ah ok, I’ll be looking into triggers then.


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