Prevent reopening for certain mail content


I have a problem with an Zammad-Trigger:


  • Used Zammad version: 5.3.1


  • State is closed
  • Action is updated
  • From contains
  • Subject contains “How was your experience?”

Expected behavior:

  • If the ticket is already closed, it will not be reopened

Actual behavior:

  • Ticket is reopened

Steps to reproduce the behavior:

  • Set Trigger, send mail

Thank you!

You cannot overcome Zammads reopen behavior on tickets unless you choose tickets not being allowed to be reopened at all. See the group settings for that: