How i can put the solution into Ticket clsoed Mail

I found a solution by myself.


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  • Used Zammad version: 2.8
  • Used Zammad installation source: (package)
  • Operating system: Ubuntu 18.04
  • Browser + version: IE 11

Expected behavior:

  • How i can put a solution to a ticket closed mail?
    Where i can enter a solution to send it out to the customer?
    Nothing in any documentation.
    For me is a ticket System that i can inform my customer with a solution.

Actual behavior:

  • If i Close a ticket a mail send be out to the customer with the Information it is closed. I have created a Trigger for that. but where i can enter the solution and this entered Text should be send to customer?

Steps to reproduce the behavior:

Thanks for help


You can achieve that in the form of canned answers that will be triggered according to the ticket status and specific attributes. For example, for every “not turning on problem” ticket type closed, send that answer. Here I do that with tags. If a closed ticket contains a defined tag, Zammad send an specific answer.

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