HTTP Link to Ticket Not Properly Populated When Creating Ticket via Send Email


  • Used Zammad version: 5.3.1-1678258494.e38c655f.focal
  • Used Zammad installation type: deb package
  • Operating system: Ubuntu 20.04.5 LTS
  • Browser + version: Any, Chrome, Firefox, Brave


  • When a new ticket is created – and sent – utilizing the “send email” tab, the link to the ticket (typically seen in the signature) is not populated correctly.
  • Specifically, the #{} field is “-

Our ticket signature:

Kind Regards,

#{user.firstname} #{user.lastname}

#{config.ticket_hook} #{ticket.number}

Expected behavior:

  • The link to the ticket should be properly displayed and working in the email that is sent. For example:
Kind Regards,

Rich Williams

Msg ID: 3771

Actual behavior:

  • The link to the ticket displays as follows:
Kind Regards,

A** C***

Msg ID: -

Steps to reproduce the behavior:

  1. Setup a signature as (shown above) that defaults when a user in any group is sending an email.
  2. Click the “+” icon to make a new ticket
  3. In the new ticket window, click on the “✉ Send Email” link
  4. Enter title, select a customer, put some verbiage in the text, set the other fields
  5. Click th “`Create’” button

When you see the email that has actually been sent, the #{ticket.number} and #{} variables will not show correctly.

That’s to be expected as during ticket creation there’s information not yet available within variables.
This is also pointed out on the documentation (even the exact variables you mention): Signatures — Zammad documentation

Thank you for your response.

To clarify:

  • Creating a ticket via “send email” cannot by design support links to a ticket number.
  • This is known, and will not be fixed.

As of the way it does work right now, right.
That is because the signature is loaded on a moment the ticket number and ID don’t yet exist. The signature is not “retouched” after or during the creation process.

Yes and no.
This behavior is documented and -as of now- working the way it “should”. So not a software bug if you will.

If you feel this should change, you can always create a feature request here:

I cannot tell if a function behaves that way for like forever.