# Subscribe customer to a ticket automatcally

**URL:** https://community.zammad.org/t/subscribe-customer-to-a-ticket-automatcally/20143
**Category:** Technical assistance
**Created:** [April 29, 2026, 8:20am UTC](https://community.zammad.org/t/subscribe-customer-to-a-ticket-automatcally/20143 "2026-04-29T08:20:05Z")
**Posts on this page:** 2
**Page:** 1

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### Author: ![jburton](https://community.zammad.org/letter_avatar_proxy/v4/letter/j/f4b2a3/32.png) [@jburton](https://community.zammad.org/u/jburton)
#### Post date: [April 29, 2026, 8:20am UTC](https://community.zammad.org/t/subscribe-customer-to-a-ticket-automatcally/20143/1 "2026-04-29T08:20:05Z")

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### 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.

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<div class="post-metadata">

### Author: ![tobi\_bueck](https://community.zammad.org/user_avatar/community.zammad.org/tobi_bueck/32/11851_2.png) [@tobi\_bueck](https://community.zammad.org/u/tobi_bueck)
#### Post date: [August 26, 2026, 8:41am UTC](https://community.zammad.org/t/subscribe-customer-to-a-ticket-automatcally/20143/2 "2026-08-26T08:41:36Z")

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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.