- Used Zammad version: 3.3.0-19
- Used Zammad installation source: zammad-docker-compose
When an agent is answering a ticket via email the answer is added to the ticket as an article, but the customer isn’t notified. I thought that I could set up a trigger that would forward/notify the customer, but somehow I didn’t manage…
I did something similar to what was described in Agent answering by Email - how to notify the client?
- type is email
- sender is agent
- email customer (some text)
But the trigger does not seem to fire. When I test it by setting the type to email and note, it fires for notes, but not for emails.
Is there something obvious I’m missing?
Thanks & ciao,