How to resend ticket history in Zammad

Technical assistance
1

Infos:

  • Used Zammad version: 6.5.0-1751043291.836dca3a.noble
  • Used Zammad installation type: package
  • Operating system: Ubuntu 24.04.1 LTS
  • Browser + version: No especificado

Expected behavior:

  • When clicking the “Forward” option, the forwarded email is generated including the complete ticket history, allowing the sequence of sent and received emails to be seen.

Actual behavior:

  • When clicking “Forward,” the email is generated without including the ticket history. In our case, as a service, it is necessary to show the entire trace to the end customer.

Steps to reproduce the behavior:

  1. Open a ticket with an email thread that includes multiple messages.
  2. Click the “Forward” button at the bottom of the ticket.
  3. Observe the body of the new forwarded email.
2

The forward button forwards the article it belongs to and has nothing to do with the whole article set of the ticket. You cannot “resend” or forward a whole ticket to another party. You’ll have to implement something on your own via API.

3

Thank you for responding. Do you know of any method to do this? We recently encountered this need for the client where we implemented Zammad. It is an insurance brokerage company, and they need to be able to send the ticket history on occasions in order to review it with the insurance companies. It is a very specific case.

4

As I said:

You cannot “resend” or forward a whole ticket to another party. You’ll have to implement something on your own via API.