Set Default Group for new Tickets


  • Used Zammad version: Latest
  • Used Zammad installation type: (source, package, docker-compose, …): Source
  • Operating system: Ubuntu 20 LTS


we are currently setting up our Zammad Instance and we are looking for some option to set up E-Mail Ticket Creation via WebGUI. All Tickets start in the same Group. So is it possible to define the a default Group during the Ticket Creation Process (Telefon, E-Mail)?
We have created a Template but it would be easier to define the default group just by opening the dialog itself.
Another workaround would be to set the Group Field not mandetory, so that a Trigger does this Job after / during Creation.

Thanks a lot

You can set a default group with a simple core workflow like this:

This way it is still changeable to a different group but one group is preselected. There are other possibilities to choose if you don’t want this and rather set the group to not changeable. Just play around with the actions.

1 Like

Hello @awedor

worked like a charm.

we also want to select a default group on ticket creation, so we created a workflow like the one suggested here. At a first glance, it seems to work, the choosen group is selected in a new ticket. But if the group is changed by the user, it jumps back to the default value after a second.
This ticket also describes the issue (link to video included): Core Workflows - Ticket field - Set initial/default value

Best regards,

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