Notification of ticket input to dedicated (super)agents

Technical assistance
#1
  • Used Zammad version: 2.9.x
  • Used Zammad installation source: Linux package installer
  • Operating system: Ubuntu 18.04 LTS
  • Browser + version: Firefox + Edge

Expected behavior:

We’d like to use zammad to handle customer support requests. As we have a "info@xyz.de", mails with all kind of topics are received.
We implemented a group called inbox where all mails are pushed into. Only superagents and admins have access.
Additionally to push notification, a mail should be send to all superagents so they can assign the ticket to the related department.

Actual behavior:

At the moment, push notification is working. I can send notification mails as well to all agents via the trigger function. However, I can’t choose spefic agents / superagents for mail notification.

Steps to reproduce the behavior:

Try to send a mail about an incomming ticket only to dedicated agents.

I hope this issue is just a small one. We really like zammad and would like to start it in production.

Best Regards,
Thomas

#2

Have you looked at the notification page on each user’s profile? Just have each superagent configure his notification settings like this:

  • “New ticket” in “Not assigned”: yes
  • “New ticket” in “Also notify via email”: yes
  • “Limit groups”: only check the inbox group

If I understand your requirements correctly, this should already do the trick?

#3

Hi,
i configured that already before.
However, the auto reply to the sender (external Mail) is send.
The internal notification (via mail) is not send.

Is there a chance to verify log data?

BR

#4

What’s configured within E-Mail-Channel as notification channel?

maybe sendmail / local MTA? /var/log/zammad/production.log might be a good hint, if on local MTA, your message-log might help you as well.

#5

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