Mails from agents create pending close tickets

Technical assistance
1

Infos:

  • Used Zammad version: 6.4.1
  • Used Zammad installation type: docker compose
  • Operating system: Ubuntu
  • Browser + version: Chromium, Firefox

Expected behavior:

When a support employee sends an email to support (e.g. forwarded support case), it ends up in Zammad as an open ticket.

Actual behavior:

If a support employee sends an email to support (e.g. forwarded support case), it ends up in Zammad as a ticket with “pending closed”. I can’t find a setting to change this.

Steps to reproduce the behavior:

2

Hi @domnek. Please check your configuration for some email filters or triggers.

3

Hi @fliebe92

It was a trigger. We deactivated the pending close state, so the trigger shows in the UI to set a ticket to closed. In practice it still uses ‘pending close’. Not very intuitive and the reason I did not recognize the specific trigger as culprit.