Send email to the client X time after they create a ticket

[Javi]

Infos:

• Used Zammad version: 6.4
• Used Zammad installation type: (source, package, docker-compose, …)
• Operating system: Debian 12
• Browser + version:

Expected behavior:

• Send an automatic email to the client after x amount of time

Actual behavior:

• Doesn’t sends the email

Steps to reproduce the behavior:

• Create a new Trigger
• Set the ticket state as New
• Set: Created ago after(relative) X time

I want to send an automatic message to the clients after X amount of time since they created the ticket but i am not capable, could someone help me?

[BlakeAvery]

If I’m not mistaken, triggers will fire when the object in question is updated. So in your scenario, if the ticket is not updated at any point after the submission, the trigger wouldn’t fire.

For your purpose, id probably just use a scheduler combined with a webhook that sends the email via API. I guess you could also use the stock send email function. It would depend on what your zammad instance and use cases look like.

[skip]

Hello,

I answered a similar question here:

Escalated tickets not sending mail notification to other agaents

A trigger requires an action as in “it is happening now” to activate Official docs: Triggers — Zammad Admin Documentation documentation If you are looking for escalations, SLAs are the way to handle escalations Official docs: SLAs — Zammad Admin Documentation documentation It looks to me that you are looking for something like a scheduled task as in “verify every X if tickets have conditions Y and do Z” Like e.g. where I check every work-day at 10:30 if there are tickets that have the condi…

Let me know if this helps.