Ticket reply setup

Technical assistance
1
  • Used Zammad version: 6.2.0
  • Used Zammad installation type: package
  • Operating system: ubuntu server 22.04
  • Browser + version: google chrome 122.0.6

Expected behavior:

  • I have a office 365 channel created and Zammad can create tickets when the email address gets an email. This all works. However when replying to tickets I want the user to get an email.

Actual behavior:

  • When replying to tickets the user doesn’t receive an email with that reply.

#Here are my channel configs. I’m just wondering if perhaps I’m misunderstanding the setup. Do I need to create a new email channel for outbound emails? Or is the office 365 channel supposed to do that?

Any help is appreciated.

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2

There are multiple ways of notifying the end user when getting a response from an agent. By default, when you click into the box at the end of a ticket, this is going to create a NOTE. This NOTE will NOT send out an email to the customer/user out of the box. You can create a trigger to send that NOTE to the customer/user after one is saved to the ticket but I personally wouldn’t recommend that.

I think what you are after is simply responding to a ticket with the appropriate method outline in this article: Following Up — Zammad User Documentation documentation

Hopefully that helps. If not, please expand on exactly the work flow you are expecting.

3

This helped me find the solution, so thank you for providing it. I couldn’t see the reply option initially, which led me to do another search. The search results showed that I needed to assign the email to the group in order for the reply option to appear.

I Appreciate your time very much!