When a trigger is based on tags and the tag is assigned, the action is performed.
Nothing happens
I have configured a trigger to assign a specific person when a tag is assigned:
But upon adding any of these tags, nothing happens - the assignee stays the same.
Correct. Adjusting tags is not counting towards updating a ticket, see the limitations of triggeres:
https://admin-docs.zammad.org/en/latest/manage/trigger/limitations.html
So what is the solution here? Is there a way that I can tag a ticket and automatically have it assigned to the responsible person, without creating a macro for each tag assignment individually?
What do you mean solution? What you’re trying to achieve is not possible, unless the agent updates the ticket after the tag. Not sure what kind of magic trick you expect from my sleeves here. It’s working as designed, even through not as expected to some.
I am curious about what the recommended workflow is here - I wanted to give different types of tickets different tags, and then a few of these tags get handled by a specific person. What would you use there? Organizations? Dozens of Macros?
Or maybe this is something that can be implemented?
Sometimes I feel Zammad is made for big organizations with a lot of support staff with staff to figure out and setup processes and then multiple staff members for every kind of ticket.
What about small organizations where few people just want to centralize the handling of incoming mails with proper permission management instead of a shared IMAP login? Are we the wrong target group? What would be the tool for us then?
A tool that allows customization just like Zammad, but comes with helpful defaults so you can work with it right away instead of spending months to implement basic things like auto-closing tickets that are not getting another reply, auto-assigning tickets, discarding the most obvious spam
