Option to change presentation of trigger e-mails

Feature requests
1

  1. What is your original issue/pain point you want to solve?
    When sending e-mails via triggers, they are shown as one-liners in the ticket zoom. While this is useful most of the time, there are situations, where the agent needs to know the content of the e-mail. sent to the customer.

  2. Which are one or two concrete situations where this problem hurts the most?
    When the e-mail contains information that might be important to the agent. Or the e-mail contains content, that should be part of the conversational view.

  3. Why is it not solvable with the Zammad standard?
    Because sender=system is always rendered as one-liners.

  4. What is your expectation/what do you want to achieve?
    Option to make trigger mails be displayed like other e-mail articles.

3 Likes
2

But currently, you can not create email articles inside triggers. I think you are talking about notifications and then I think the sender should not be changed.

I understand the use case in general, but I think it would be a little bit wrong the change the sender of this kind of articles.

3

Agree. I will rephrase.