Infos:
- Used Zammad version: 6.5.2-1769600300.5ca61ee5.noble
- Used Zammad installation type: package
- Operating system: Ubuntu 24.04.3
- Browser + version: Chrome 145.0.7632.109
Expected behavior:
- When another agent or client sends an update to a ticket, either as a response to a question or reopening the ticket, anyone subscribed to the ticket should get an email notification with the update.
Actual behavior:
- No emails get sent.
- We do get email updates when tickets are created and users get responses if you use the reply response in the ticket. But agents do not get an update when the user responds to questions. Possibly important, we do not “take ownership” of tickets until they are solved. They generally sit in the queue and whoever can work on them. There is a trigger to auto subscribe any agent that responds to a ticket to it. I have tried taking ownership, but not seen a difference in behavior in that situation.
- I have a trigger to email clients when they open a ticket, which works, and a trigger to email agents on new tickets, which works.
- I looked at making a trigger for ticket updates, but don’t see a way to target ticket subscribers. All agents have the notifciation settings in their tabs set up to email on subscribed tickets. The little notification thing in Zammad does show the updates, but we don’t really utilize that.
- We are using the Microsoft Graph email interface.
Steps to reproduce the behavior:
- Ask a user a question, when they respond no notification is sent to agents.
Additional Info:
- If this helps, here is the history from a ticket:
* created Ticket
* created Article
* updated Ticket Last contact '02/12/2026 3:48 pm'
* updated Ticket Last contact (customer) '02/12/2026 3:48 pm'
* notification Ticket 'dscott@mariettaeye.com(create:online,email)'
* notification Ticket 'joshlee@mariettaeye.com(create:online,email)'
* notification Ticket 'mimoore@mariettaeye.com(create:online,email)'
System
* email sent to 'dscott@mariettaeye.com, joshlee@mariettaeye.com, mimoore@mariettaeye.com'
* email sent to 'tgreen@mariettaeye.com'
Trigger: Notify Agents on New Ticket
* created Article
Trigger: Notify User New Ticket Received
* created Article
---
02/12/2026
* updated Ticket State from 'new' → 'pending user response'
* updated Ticket last_owner_update_at '02/12/2026 3:52 pm'
* created Article
* updated Ticket First response '02/12/2026 3:52 pm'
* updated Ticket Last contact from '02/12/2026 3:48 pm' → '02/12/2026 3:52 pm'
* updated Ticket Last contact (agent) '02/12/2026 3:52 pm'
* updated Ticket last_owner_update_at from '02/12/2026 3:52 pm' → '02/12/2026 3:52 pm'
* email sent to 'tgreen@mariettaeye.com'
* notification Ticket 'dscott@mariettaeye.com(update:online,email)'
* notification Ticket 'joshlee@mariettaeye.com(update:online,email)'
Trigger: Subscribe Agent on Ticket Response
* created Mention → 'Michael Moore'
---
02/12/2026
* updated Ticket State from 'pending user response' → 'open'
* updated Ticket last_owner_update_at from '02/12/2026 3:52 pm' → '02/12/2026 3:56 pm'
* created Article
* updated Ticket Last contact from '02/12/2026 3:52 pm' → '02/12/2026 3:56 pm'
* updated Ticket Last contact (customer) from '02/12/2026 3:48 pm' → '02/12/2026 3:56 pm'
* notification Ticket 'dscott@mariettaeye.com(update:online,email)'
* notification Ticket 'joshlee@mariettaeye.com(update:online,email)'
* notification Ticket 'mimoore@mariettaeye.com(update:online,email)'
3 days 21 hours ago
* updated Ticket Owner from 'Michael Moore' → '-'
* updated Ticket last_owner_update_at '03/05/2026 12:50 pm' → '-'
* updated Ticket State from 'closed' → 'open'
* updated Ticket last_owner_update_at '03/05/2026 12:51 pm'
* created Article
* updated Ticket Last contact from '03/05/2026 12:50 pm' → '03/05/2026 12:51 pm'
* updated Ticket Last contact (customer) from '02/13/2026 11:52 am' → '03/05/2026 12:51 pm'
* notification Ticket 'dscott@mariettaeye.com(update:online,email)'
* notification Ticket 'joshlee@mariettaeye.com(update:online,email)'
* notification Ticket 'mimoore@mariettaeye.com(update:online,email)'
---
3 days 18 hours ago
* updated Ticket State from 'open' → 'closed'
* updated Ticket Owner from '-' → 'Michael Moore'
* updated Ticket Last closing time from '03/05/2026 12:50 pm' → '03/05/2026 3:47 pm'
* updated Ticket last_owner_update_at '03/05/2026 12:51 pm' → '-'
---
1 hour 33 minutes ago
* updated Ticket Owner from 'Michael Moore' → '-'
* updated Ticket State from 'closed' → 'open'
* updated Ticket last_owner_update_at '03/09/2026 9:30 am'
* created Article
* notification Ticket 'dscott@mariettaeye.com(update:online,email)'
* notification Ticket 'joshlee@mariettaeye.com(update:online,email)'
* notification Ticket 'mimoore@mariettaeye.com(update:online,email)'
---
44 minutes ago
* updated Ticket State from 'open' → 'closed'
* updated Ticket Owner from '-' → 'Michael Moore'
* updated Ticket Last closing time from '03/05/2026 3:47 pm' → '03/09/2026 10:19 am'
* updated Ticket last_owner_update_at '03/09/2026 9:30 am' → '-'
* created Article
* updated Ticket Last contact from '03/05/2026 12:51 pm' → '03/09/2026 10:19 am'
* updated Ticket Last contact (agent) from '03/05/2026 12:50 pm' → '03/09/2026 10:19 am'
* updated Ticket last_owner_update_at '03/09/2026 10:19 am'
* email sent to 'tgreen@mariettaeye.com'```
Why are you creating triggers for stuff, that’s available via notification channels for your agents?
Your notification channel just needs to be configured correctly and the notification matrix needs to be set accordingly.
No need to use triggers at all.
I guess I didn’t realize it wasn’t configured correctly so when it didn’t happen, that’s what we tried and that worked. Also, migrating from Zendesk and that’s how notifications worked in Zendesk, they were all built out as triggers essentially.
So, reskimming the docs, does the notifications channel only work with SMTP/IMAP? I’m missing how to link it to our Microsoft Graph emails set up.
I got it, took some time to figure out how to do the SMTP settings right, but it is working now. Did not realize we needed both options configured.
Thank you
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