Set automatic mails agent

Technical assistance
1
  • 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.

2

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