Set automatic mails agent

[DanielB]

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

Hello,

how can I set when an agent gets a mail?

Example:
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?

Thanks.

[MrGeneration]

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

You can find the relevant user based settings here:
https://user-docs.zammad.org/en/latest/extras/profile-and-settings.html

The email notification channel is documented here:
https://admin-docs.zammad.org/en/latest/channels/email/accounts/email-notification.html