Good evening,
can I know if possible to set the first response sending an email configured inside a trigger.
Hello!
Can you expand a little more on your question on what you mean with first response?
Do you mean the trigger auto reply (on new tickets) that goes to the customer or the notification that goes to the agents?
This part of the documentation shows how to edit a trigger: Trigger Examples — Zammad Admin Documentation documentation
This part of the documentations shows how to change the system notification that goes to the agents: System Notifications — Zammad Admin Documentation documentation
Best,
Skip
Hello Antonio,
I would like to create a trigger that sends an email to the customer when the agent takes charge of the ticket (I have configured my zammad instance so that this operation is execute by a macro). I would like the after the sending the email the attribute “first response” is setted. This is to avoid the operator having to create a manual response in the context of the web interface and then take charge of the ticket.
In other words I’d like to create a flow to automate the agent operations to take charge a ticket.
Greetings
Hello,
but I am confused by your message.
First you write that you have a macro that changes the owner of a ticket to the actual agent and that you would like to send an email after the first response is set. Which means that the agent has to write a response before the trigger can act.
Then you write that the flow (trigger) automates the agent operations to take charge of a ticket.
Let me see if I get this correctly.
You would like to have a macro that sets the current agent as owner and then sends an email to the customer.
The limit here is that a macro cannot send emails.
What you can do is that the macro changes the owner as you already have and then set a trigger that, with the condition owner has changed sends an email to the customer
The issue here, is that it will send an email every time the owner changes.
Maybe someone else has and idea how to make sure that it only sends an email the first time the owner has changed 
Hello,
your analyze is correct.
I need to set the value of first response using a Macro or Trigger so I can send the email only time. I need to manage the escalation until the Agent take charge the ticket.
My trigger to send an email is configured as the following
What I would probably do is the following:
Create a Ticket Attribute under Objects and call it what you want, in my example first_reply as boolean, and hidden from everybody else (in this case you will be able to see the status only in the rails console) set false to default
Remember to update the database and restart zammad
Then set the macro to change the owner
And finally set a trigger like this:
The magic lies in changing first_reply from no to yes once the trigger is activated.
This way
a) when you use the macro, the owner is changed
b) the trigger sees the owner change, sends an email to the customer and sets the attribute to yes
c) further owner changes will not trigger anymore
d) you can control if the email has been already sent
e) make macros and triggers play together nicely
Let me know if this helps.
Make sure to test this in a staging environment first before going into production
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Best,
Skip
