Subscribe customer to a ticket automatcally

Technical assistance
1

Infos:

  • Used Zammad version: 7.0.1-6b87aa9b.docker
  • Used Zammad installation type: (source, package, docker-compose, …) Docker Compose
  • Operating system: Ubuntu 24.04.4
  • Browser + version: Firefox 150.0.1

Expected behavior:

  • I setup a trigger is the ticket organisation is the specific organisation then the action is subscribe a particular customer to the ticket.

Actual behavior:

  • Ticket gets created and user is not subscribed

Steps to reproduce the behaviour:

  • Created the trigger with Always action, conditions are Ticket > Organisation is specific organisation and selected the organisation, second trigger is State is not closed.
  • Execute changes are subscribe specific user with the user selected.
  • Trigger is active, but does not subsciibe the user.
2

Hi,

Subscribe in a trigger is not “add this customer as a watcher”. It only manages agent mentions / ticket subscriptions. Customers cannot be subscribed.

A mentioned user also needs agent access to the ticket’s group. If the selected user is a customer (or an agent without group access), the trigger does nothing useful.

So if the “particular customer” in the action is really a customer record, that setup cannot work. There is no stock trigger action that auto-subscribes a customer.

What does work:

  • Subscribe a specific agent who has access to that group.
  • Or notify that person with a trigger email if they only need to be informed.

If you actually selected an agent and it still does not stick: check the trigger activator (action = created vs always), that the organisation is already set at create time, and production.log for the mention/group-access validation.