Is it possible to email agent's manager when ticket is escalated?

Dear All,

Is it possible or any tricks to email the agent’s line manager when a ticket gets escalated? We synchronized the manager field from our LDAP source (AD).

I didn’t find a possible way to do it with Trigger, there is no manager field or variable for this purpose? Thanks a lot.

No that’s not possible unless you hard wire affected groups / agents to specific people. Zammad cannot use values from other fields for it.

And also Triggers are the wrong place, you’re looking for schedulers:
https://admin-docs.zammad.org/en/latest/manage/scheduler.html

And if you want to understand the way triggers works with their limitations, you can check this page:
https://admin-docs.zammad.org/en/latest/manage/trigger/limitations.html

Dear expert,

If hard wire is the only option, no problems, we can do it that way since we don’t have a lot of groups/users to set up:)