Used Zammad version: 5.2.x Used Zammad installation type: package Database: MySQL 5.1 Operating system: Ubuntu 20.04.4 Browser + version: Chrome Version 107.0.5304.107
Expected behavior:
Send an email notification to the customer on ticket update (note)
Actual behavior:
No email is send
Hi there, I’m sadly having trouble setting up Triggers for Zammad. If a new ticket is created or closed emails get sent out and that works totally fine but on Ticket updates it doesn’t work and I can’t figure out why.
Of course I had a look inside production.log files but couldn’t find anything out of the ordinary either.
Users/Customers are integrated via LDAP and all have a valid email adress
I attached screenshots of the Trigger/Email Setup and the configured group.
We generally only use notes for internal comments, so I haven’t fully tested this. However; I think your Article Type needs to be note (if you are using the notes in Zammad). I don’t think you need sender at all. I would only setup visibility to public, so you can have internal notes that don’t go to clients.
If I understand correctly, you are using the ‘note’ field to update the ticket and would like that to email customers?
I just tested it and it is working for me. I tested with both Internal/Public settings and internal/public notes. Perhaps there is an issue with your Zammad.