The ticket does not open when the customer calls


  • Used Zammad version: 3.6.X
  • Used Zammad installation source: (ubuntu)
  • Operating system:
  • Browser + version: all

Expected behavior:

  • when an incoming call is made, we send commands:



before switching to version 3.6. a new ticket was opened

Actual behavior:

Now , the client profile opens

if the customer’s phone number is not in the database from a new ticket is opened

This is not a bug, it’s a change that was made to Zammad and I think it’s fantastic. There is no way to configure this behaviour, sorry.

by what principle does this happen? some calls open new tickets, and some open the client’s profile. how to make it the same type?

this is exactly an error because if one client called 5 times, 1 profile will be opened, and 5 applications will not be created

You can find the issue on Github.
If the user has recently opened a ticket the user profile will open, if the user can not be identified or didn’t have any recent activity then a new ticket is opened.
If the user profile opened and you want to create a new ticket you just have to open the action menu on the top right.


To shed some further light into this topic.
If you run the following command, you can technically disable this behavior. This means you will always get the new ticket dialogue.

rails r "Setting.set('cti_customer_last_activity', 0)"

By default this setting is set to 30.days - above value is in seconds.

This topic was automatically closed 120 days after the last reply. New replies are no longer allowed.