Set Agent as an Owner after reply


  • Used Zammad version: last
  • Used Zammad installation type: (source, package, docker-compose, …) pkg
  • Operating system: debian 10
  • Browser + version: FF

When an Agent reply to a ticket, I would like set as Owner this Agent.
To do that I made a trigger.

Thanks to this trigger, the Owner is the Agent who replied to the ticket the first.

But because this Trigger, “Updated by” is the system, display by “-”

Is it the good way to Own a ticket?

You could create a macro for your agents that allows them to update the owner accordingly if they want it.
Agent perspective can be found in our documentation:

Other option would be automatic assignment during opening the ticket without any owner:

If above is not good enough I’m afraid that you’d have to live with updated by being filled with the system user (which is technically correct due to the trigger running).