Send a new mail from a phone ticket


  • Used Zammad version: 6.2.0-1707496797.3f235949.jammy
  • Used Zammad installation type: package
  • Operating system: Ubuntu 22.04
  • Browser + version: Chrome, latest

Example Situation:

A customer calls me and tells me his website has a problem that I need to fix immediately. So I open an inbound phone ticket, describing what the customer said. I then go on fixing the problem and when I’m done I want to send an e-mail to the customer, informing him that the problem is fixed. I need to inform him via email since I might need it to prove when I had the task done in the case of a dispute.

Expected behavior:

When starting to write a note I can switch to e-mail using the button on the left, like I can when doing so in an inbound e-mail ticket.

I was expecting to have the same options when working on an inbound phone ticket like I have on inbound mail tickets. On those, when I start writing a note i can switch to either phone note or mail using the icon on the left of the textbox.

Actual behavior:

The mail option is missing on an inbound phone ticket though. I can only select note and phone note. The e-mail selection is not being shown at all.

Steps to reproduce the behavior:

  • Create an inbound phone ticket and save it
  • Start writing a note and try to switch to e-mail


Is there any possibility to send a mail from an inbound phone ticket where no mail has been sent until then? Am I missing a setting somewhere to enable it? Maybe even a hidden setting that can only be set using the console?

Hi @exalu. I guess you’re configuration is not correct… please have a look here.

1 Like

Hey @fliebe92 thanks for your reply … you’re absolutely correct. The group that the phone ticket was created in had no assigned e-mail address. Of course it cannot send an e-mail like that. :man_facepalming: My bad :sweat_smile:

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