Sending email notification to customer when Agent is answered on tickets


  • Used Zammad version: 3.3.x
  • Used Zammad installation source: package
  • Operating system: Ubuntu 18.04.4 LTS
  • Browser + version: Google Chrome Version 83.0.4103.61 (Official Build) (64-bit)

Hello all! I am new on Zammad and cant understand all configguration. Can any one tell me how I can build a Trigger to send Customer notification when Agent is answered on Tickets?

Hello Ambrella,

and welcome to the community!

There are several ways for an agent to work on a ticket, one of them being an ‘answer’ via e-mail.
I’d recommend reading this page of Zammad’s user documentation:

If you have any further questions, feel free to ask!


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This mean answerv wil be send to customer email but will be it posted on tickets?

I try this option and get error message


@herzkerl, you know, I think I have understand how reply to ticket mechanism work. ))) Need some test and descriptions. )

What you’re talking about here is anything but a ticket notification.
Looks like you’re trying to send an answer by mail to your customer.

You need however to either use the “reply” button to automatically set an recipient (if technically possible) or fill it in manually. This is what the error is about.

If this screenshot comes from a trigger configuration, ensure that you set the subject, recipient and text body. This is mandatory.

More on triggers can be found here:

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Thank you all for explanation!

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