Ticket creation via n8n automation

Technical assistance
1

Infos:

Disclaimer: If questions about n8n are not allowed here please let me know and I will close this post. Nevertheless I hope someone has an idea here.

  • Used Zammad version: 6.4.1-1741348581.b9a98307.jammy
  • Used Zammad installation type: package
  • Operating system: Ubuntu jammy
  • Browser + version: Brave / CLI

Expected behavior:

  • Creating a ticket via n8n triggers also a notification to the customer.

Actual behavior:

  • No notification to the customer is sent / error about missing recipient

Steps to reproduce the behavior:

  • use the n8n Zammad action to create a new ticket, select channel email, try to create ticket.
{ "error": "Sending an email without a valid recipient is not possible.", "error_human": "Sending an email without a valid recipient is not possible." }

Note

API permission for token: admin.group, ticket.agent

I just cant find where to enter the recipient. I thought this is the customer email name?

Screenshot 2025-03-12 at 16.40.02
Screenshot 2025-03-12 at 16.40.02794×1084 121 KB

2

It is impossible to help you without knowing the exact API request that’s being sent. If I’d had to guess, I’d say it’s incomplete.

3

Fair enough! Cant really find it in n8n.

Using cURL gives me the same error:

curl -X POST \
  -H "Authorization: Token token=SECRET" \
  -H "Content-Type: application/json" \
  -d '{
        "title": "New Ticket Title",
        "group": "Users",
        "customer": "tom@domain.my",
        "article": {
          "subject": "Subject of the ticket",
          "body": "This is the body of the ticket.",
          "type": "email",
          "internal": false
        }
      }' \
  "http://helpdesk.domain.my/api/v1/tickets"

{"error":"Sending an email without a valid recipient is not possible.","error_human":"Sending an email without a valid recipient is not possible."}%
4

I tried it with the syntax documented here: Tickets — Zammad System Documentation documentation

{
   "title": "Help me!",
   "group": "2nd Level",
   "customer": "david@example.com",
   "article": {
      "subject": "My subject",
      "body": "I am a message!",
      "type": "note",
      "internal": false
   }
}

I adapted it to my use case and got the same result:

{"error":"Sending an email without a valid recipient is not possible.","error_human":"Sending an email without a valid recipient is not possible."}%

Creating the ticket for the user and group manually via UI (also in the mail channel) it works flawlessly. I even receive the mail.

EDIT:
I found the solution in create_spec.rb.

The to field has to be explicitly set.

curl -X POST \
  -H "Authorization: Token token=SECRET" \
  -H "Content-Type: application/json" \
  -d '{
        "title": "New Ticket Title",
        "group": "Users",
        "customer": "tom@domain.my",
        "article": {
          "subject": "Subject of the ticket",
          "body": "This is the body of the ticket.",
          "type": "email",
          "internal": false,
          "to": "tom@domain.my",
          "sender": "Customer"
        }
      }' \
  "http://helpdesk.wicked.design/api/v1/tickets"

For anyone interested, this is the rb file I was looking at:

1 Like