Rules for assign tags and assign users based on tags?


  • Used Zammad version: 5.1
  • Used Zammad installation type: docker-compose
  • Operating system: Ubuntu LTS
  • Browser + version: Firefox

Expected behavior:

If a customer adds a ticket, it should be assigned tags based on the keyword rules (working). In a second step the authors should be assigned based on the rules of tags (not working)

Actual behavior:

  • ticket gets tags but no author.
  • Even if manually changing tags to update the ticket, no author is set (still unassigned)

Steps to reproduce the behavior:

  • create trigger - on ticket creatiion which assign tags based on keywords
  • create trigger - on ticket update which filters for update action and if user is unassigned. It checks also certain tags and if any applies the owner is assigned to agent A.