Title: Allow Postmaster Filters to process emails (e.g. Gmail Emoji Reactions) without changing ticket status
- What is your original issue/pain point you want to solve?
Incoming email reactions (like emoji reactions in Gmail) are treated as regular customer replies by Zammad. When a customer reacts to an agent’s email with a simple emoji, the ticket status automatically changes back to “open” and completely clears any set “pending till” (warten auf) dates. This breaks agent workflows for something that is essentially just a “read receipt” or a quick thumbs-up. - Which are one or two concrete situations where this problem hurts the most?
An agent sends a reply and sets the ticket to “pending reminder” for next week. The customer reads the email and clicks the
emoji reaction in their Gmail client. The ticket immediately re-opens, the reminder date is permanently deleted from the ticket, and the agent has to manually open the ticket just to reset the pending state and date. - Why is it not solvable with the Zammad standard?
We extensively tried to solve this using Postmaster Filters, but hit a roadblock due to Zammad’s hardcoded follow-up behavior:- Discarding the email: We used a regex body filter to detect the reaction and set
Ignore Message: yes. This successfully protects the ticket status and pending dates, but the reaction information is completely lost for the agent. - Transforming to a System Note: We used a filter to transform the reaction into a silent internal note (
set article type: note,set sender: System,set internal: true). While this successfully adds the reaction cleanly to the UI, the Zammad core still triggers a state change to “open” and clears the pending date in the background, because the initial trigger is still registered as an incoming email. There is currently no trigger or filter action to say “keep the exact previous state/date”.
- Discarding the email: We used a regex body filter to detect the reaction and set
- What is your expectation/what do you want to achieve?
We expect a way to process specific incoming emails silently without triggering the default follow-up state reset. Possible implementations in the Postmaster Filter actions could be:
-
State -> Do not change(explicitly overriding the hardcoded follow-up behavior). -
Silent Update -> yes(adds the article based on the filter rules, but skips any state changes or SLA recalculations). -
Ignore Message -> yes, but append body as internal note.
If there is any more useful information, feel free to share it all (e.g.: mockup screenshots, if something is UI related, or the API URL/documentation URL for a service you need a connection to).
This issue will likely become much more common as Google rolls out email reactions to all Workspace and Gmail users. Currently, the Gmail reaction comes in with a specific tracking link (utm_campaign=emojireactionemail) or a specific localized string (e.g., reacted via Gmail), which makes it easy to catch via regex, but currently impossible to process elegantly in Zammad. Google’s documentation on the reaction format: Email reactions | Gmail | Google for Developers
Your Zammad environment:
- Average concurrent agent count: 2
- Average tickets a day: 100
- What roles/people are involved: Agents + Customers
Anything else which you think is useful to understand your use case:
Thank you for looking into this! Allowing agents to see modern email reactions without destroying their schedules would be a huge quality-of-life improvement.