Send E-Mail after assigning an owner

  • Used Zammad version: 6
  • Used Zammad installation type: package
  • Operating system: Debian 11
  • Browser + version: Chrome

Expected behavior:

  • A customer sends an e-mail to the ticket system. A ticket is created and automatically assigned to the dispatcher group. When an agent assigns an owner, an automatically e-mail should be send to the customer to inform him thta the ticket is assigned and who is responsible for it. We used it this way in OTRS and it should be the same in Zammad. In core workflows it’s not possible to select an action like “send e-mail”.

You will want to configure a trigger for this.

Conditions for Affected Object:
Owner → has changed

Execute changes on objects:
Email / Public
Recipient is owner

Add appropriate subject and body. I use the following

Subject: #{} - Ticket Assigned (#{ticket.title})


#{ticket.updated_by.firstname} #{ticket.updated_by.lastname} has assigned a ticket to you.

Subject: #{ticket.title}


Your #{config.product_name} Team


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