chesty
June 15, 2018, 2:10am
2
Answer the ticket as agent
How do they answer? from their email client or from zammad web page?
If it’s from their email client I think you have to set up a trigger.
have a look at the existing triggers, look at
auto reply (on follow up of tickets), and look at Conditions for effected objects *
you’ll need to make a new trigger similar to that one but instead of the Condition being Sender is Customer, the condition should be Sender is Agent.
I’m not sure if there’s anything else that needs changing or adjusting, but no doubt you can figure it all out, if not follow up here.
@sestegra
Did you used the “antworten=answer” button ?
It wont send an email to the customer over email if you dont use this button.
The button “Answer” is not present.
I’ve only “Set to internal” “Split” and “Delete” buttons.
@chesty Agent is answering by using the web application.
@sestegra this usually means, that the group you have the ticket in does not have an E-Mail-address assigned to. If you shortly moved the ticket into a group that does have a E-Mail-address and “Reply” will not appear, please reload the page - it sometimes doesn’t show up.
@sestegra
Did you configure everything correctly?
You also have to sign an email adress to your group like in the example under this text.
I’ve fixed my issue.
Basically, we need to add an email account per group.
Thank you for your support
system
Closed
October 18, 2018, 4:51pm
9
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