I want an email notification for the customer for EVERY change (status and notes).
First trigger is: “Action is created”. Customer does receive a message.
Second trigger is: “Status has been changed”. Customer does NOT receive a message. Why not?
How do I have to create the trigger(s)?
Thank you.
Can you share the trigger you created that isn’t working?
As I wrote above:
Trigger 1: “Action: ss created”
Trigger 2: “Status: has been changed”
What am I doing wrong?
for others to be able to help you, you need to share the whole trigger settings, not only the name or one specific setting within the trigger
here is a configuration that works for me
(the specific group the ticket is in, needs to have an outgoing email account set)
State changed as in ticket state changed.
Thus is the update did not cause a state change (e.g. by reopening the ticket) then the trigger won’t fire.
But I’ve changed the ticket manually: owner and state. Why doesn’t my second trigger ("State: Changed) fire?
post your own second trigger
maybe there’s a small subtle difference??
oh… i see something:
you’re using “sender of last article”… if an agent has written the last article or the system, your customer won’t be the receiver, but your agent
use “customer” (Kunde)
Great! This works! Thank you!
One last questions: where do I find a list of “placeholders” like #{ticket.customer.firstname}?
In our documentation:
https://admin-docs.zammad.org/en/latest/system/variables.html
