Infos:
- Used Zammad version: 6.4.1-1736159868.df374f06.noble
- Used Zammad installation type: package
- Operating system: Ubuntu 24.04.1 LTS
- Browser + version: edge
Expected behavior:
- agent replies to article
- after some defined time - e.g.20 minutes, if customer does not respond , trigger will be executed and notification is sent to customer
- trigger configuration:
//
//
Actual behavior:
- agent replies to article
- trigger is not executed and email is not sent
Steps to reproduce the behavior:
- Create trigger as mentioned above
- sent email to zammad
- ticked is created
- agent will reply to ticket
- trigger should be executed/email notification is sent to customer
Hello,
I’d like you to ask for help with configuration of trigger. Intention is to inform customer after some time that he did not respond to agent’s reply.
Not sure if above trigger is configured correctly.
The goal is: to have two triggers:
- first one: to send notification to customer that there is no response from him (e.g. if we did not receive any response from him after 20 minutes)
- second one: close ticket and to send second notification to customer that ticket is closed ( e.g. if we did not receive any response from him after 40 minutes)
Thaks for explanation
Regards
Pavel