Ticket updates are not being sent back to the ticket originator


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  • Used Zammad version: 2.4
  • Used Zammad installation source: (source, package, …) RPM
  • Operating system: Centos7
  • Browser + version: Chrome 66

Expected behavior:

  • I expected if a customer sends a ticket by email and the agent replies to that ticket in email or in zammad ui that the update information on that ticket would be sent back to the ticket originator

Actual behavior:

  • no ticket updates to the ticket originator

Steps to reproduce the behavior:

  • customer sends and email ticket
    agent receives the ticket, assigns it to themselves, replies in the zammad UI OR by replying to the email
    no email updates sent to the ticket orignator

Hey @bluenevus,

Zammad doesn’t work that way by default.

If you add an article via webinterface make sure it’s the type “email” OR use the reply function on the original article - that way the customer will receive an email.

If you as an agent reply to a zammad notification - depending on your configuration - zammad will just add this reply as an article (type: note).

If you want the customer to be informed about everything you probably could work with triggers.

Speaking pseudo:
If agent creates public note - send note content to customer.


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