I found, that in some cases there is some kind of hidden auto-reply trigger on, that contains the following text:
our request (Ticket#xxx) has been received and will be reviewed by our support staff.
To provide additional information, please reply to this email or click on the following link (for initial login, please request a new password):
Your Zammad Helpdesk Team
[Zammad], your customer support system
This trigger works when the configured auto-reply trigger for new tickets is turned off by filter.
Please explain how to switch off the hidden triggers that are not expected at all?
Have a look to the configuration at Trigger. Seems “auto reply (on new tickets)” is still active. It is by default.
thanks for reply. http://prntscr.com/137ojrn - the “auto-reply” in may case contains edited text. An this edited text is sent OK to all new tickets.
here is the text: http://prntscr.com/137omyo
The “default” text in english, with ZAMMAD link arrives as a reply to mails, excluded from auto-reply list (exacly - exclude all new emails if the organisation is “SPAM” - http://prntscr.com/137os0i
I am not sure if I understood you right…
When are the Zammad-Mails with the default content sent?
Are they also sent, if the auto-reply trigger is disabled?
Are you sure there is so seccond zammad instance running anywhere else?
P.S.: Please post pictures here directly into your post, that makes it easer to have a complete look. (Just by Strg+V)
When are the Zammad-Mails with the default content sent? - They are sent in case when it’s a new ticket from a user that is in SPAM organization. this organization is set in autoreply trigger as an exception, that do not receive autoreplies. (as to say, the autoreply trigger says - send my autoreply to all new tickets, except of new tickets from users from SPAM org.)
Are they also sent, if the auto-reply trigger is disabled? - good question that I have to test now
Are you sure there is so seccond zammad instance running anywhere else? - yes, double checked to be sure
OK, Problem solved.
Indeed we had test instance raised on local server, that I was reported to be removed several times, still working.
Thank you for right question, that helped to find the answer.
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