Infos:
- Used Zammad version: 6.4.1-1742467850.1fd12ffe.jammy
Why is being updated “Ticket Last contact (customer)” and “Ticket Last contact” if there was no contact just ticket status change?
Is it a bug or behavior?
Zammad 6.4.1 is highy outdated. Latest stable (mayor) release is Zammad 7.0.1. If you have to evaluate AI functionality first internally, at least upgrade to Zammad 6.5.5 which contains several security fixes that have been backported from 7.0.
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To your question, this highly depends on the configuration of Ticket last contact behavior.
Yes, we are planning to upgrade to 7.0 version. Just admins in preparation yet 
Right above the red zone it says “Created Article”. Can you share more about that article?