Tickets do not escalate if created by agent via email

Technical assistance
1

Infos:

  • Used Zammad version: 6.5.2-1762852784.1ff2c52d.bookworm
  • Used Zammad installation type: package
  • Operating system: Debian 12

Expected behavior:

  • When an email is sent to Zammad a ticket is created. If the sender email address is an agent user in Zammad then the ticket should escalate.

Actual behavior:

  • Ticket does not escalate. Tickets from customers do escalate as expected.

Steps to reproduce the behavior:

  • Create SLA: Ticket: “status” → “is” → “new”, First Response Time: 01:00
  • Write an email to Zammad using email address from a Zammad user who is an agent.
2

Tickets (no matter which kind) that are created by agents always and immediately full fill the first response SLA. This is, because Zammad expects that your agent creates the ticket due to a customers request and thus (technically) has responded in some way.

If you’d combine your SLA with update or resolve timings, this wouldn’t be a problem - unless you generally only care about the first response.

3

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