No emails for customer


  • Used Zammad version: Dies ist Zammad Version 5.4.1-1684527573.32d8f213.centos8
  • Used Zammad installation type: (package)
  • Operating system: almalinux 8
  • Browser + version: firefox 113.02

Expected behavior:

Actual behavior:

No Mail for customer
admin and agent users wiht all all rights and member of all groups
sent an email, to service mailbox
ticket was createt
and senders get an ticket created answer per mail

normal users synced by ldap from DomainController
are Standard Users with Role Customer
when ticket was created by
-sending an email to the same service mailbox
-created by webinterface
a ticket was created
-no info / answer per mail
-no option for email notification in user profile

only the agent users get this messages

**what can i do **
to get notifications for the customers per email ?

The Trigger auto reply on new tickets was not modified

Steps to reproduce the behavior:

The “auto reply” trigger is activated…? How is it configured?
Do you send these test mails to the exact same group? If not ensure the affected group has an email address configured.

Also please don’t confugre agent notifications with trigger based replies.
Agent notifications (as the name indicates) are notifications for agents only and won’t be sent to customers at all.