mandatory notice when ticket is closed

Technical assistance
1

Hello everyone,

I would like to make the entry of a note or reply to the ticket creator mandatory in Zammad when closing a ticket.
Meaning: when a ticket is closed, the agent must either write a note or send an email reply to the user.

Is something like this feasible and if so, what must be set for this?

Thank you very much.

Regards.

Infos:

  • Used Zammad version: 6.5.0-1746032399.66588ec4.bookworm
  • Used Zammad installation type: Debian package
  • Operating system: Debian 12
  • Browser + version: MS Edge, Google Chrome, Firefox, Vivaldi…
2

Some trigger like this maybe?

tr
tr986×891 36.6 KB

3

No. The note field (or an e-mail) should be mandatory. This means that if it is not filled in, the ticket cannot be updated.

best regards.