Escalar y notificar por correo

Cuando un ticket se escala se requiere que se notifique por correo al propietario y al gerente, actualmente zammad tiene 4 opciones en ias notificaciones (Cliente, todos los agentes, propietarios y ultimo articulo de remitente).

That might be useful depending on the number of agents/tickets and the number of escalating tickets.

Two thoughts:

  1. If there are a lot of tickets escalating each day, the manager might get too much mails.
  2. Right now, zammad has no “manager role”. So implementing might be a lot work.

@hannes
Maybe it would make sense to add the function in the trigger to select a specific zammad user as recipient for mails?
That would make the trigger much more powerful because you could use it for various notification usecases.

I would support that idea. :slight_smile:

Exacto lo que estaría bien es solo agregar la opción de elegir un usuario en específico.

As far as I know @dvnkln already made such an enhancement request to add specific user as receipient in triggered mails.

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Hello,

we are cleaning up the community and found your request.
As this is an older request, you problem has been solved by now.

Next to the variables you can now also choose specific persons, like for example the superviser:

Best
Mirta