Set automatic mails agent

  • Used Zammad version: 5.3.1
  • Source
  • Operating Windows 10 Pro
  • Chrome /Firefox


how can I set when an agent gets a mail?

As soon as an agent processes a ticket, the other agents get an info about it by mail.

However, our agents should only receive a mail in two cases.

  1. when a new ticket is created
  2. when a customer writes an answer to a ticket.

How can I configure this?


You’re looking for Zammads system notifications.
This already does happen to agents by default.

You can find the relevant user based settings here:

The email notification channel is documented here:

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