I believe this field is only filled when you actually hit Reply and send an e-mail to the customer. If your agents only make notes then this is not counted as a contact from the agent. Could this be your problem?
Hi
thank you very much, yes this has been my problem.
my programmed triggers never gave the ticket the status open so it never got an agent timestamp.
now i changed this and i get an timepstamp for the agent, but just the first time.
i did set up an status “waiting for customer” so i can see where we replaid.
The ticket goes form open to waiting
as soon as the customer replais it goes back to open.
but now when an agent replais to the customer again the timestamp from the agant isn´t updating.
Zammad expects communication type replies by your agents to populate this timestamp.
Trigger based reactions do not apply to this - changing the ticket state has no effect as well.
An indicator that the reply you’re talking about is a note is that Zammad does not provide you with reply buttons btw. Above links also tells you how to check the article type.