Trigger: automatically email after escalated

[Dom]

Hello,

We are trying to create a trigger that automatically sends an email to the customer as soon as the ticket from the group “Waiting for customer” jumps to escalated.

I have tried twice, but no trigger works.

1 variant:

Activated by action

Status → is → Waiting for customer
Group → is → Various groups
Escalation on → from before (relative) → 1 minute
Tags → does not contain one → leave open

Makes the following changes to objects
E-mail → public → recipient (customer)

2 variant:

Activated by action

Status → is → Waiting for customer
Group → is → Various groups
Last contact (agent) → after (relative) → 4 days
Tags → does not contain one → leave open

Makes the following changes to objects
E-mail → public → recipient (customer)

Can you please take a look at this and tell me where the error lies?

Greets
Dom

[Dom]

Can someone please help us here?

[dominikklein]

What Zammad-Version are you using? Normally it should be possible with activated by “time event”.

https://admin-docs.zammad.org/en/latest/manage/trigger/how-do-they-work.html#activators

https://admin-docs.zammad.org/en/latest/manage/webhook/examples/generic-notifications-trigger.html

[Dom]

Hey @dominikklein,

we use the latest Zammad updated version.

[schweigi]

If it still doesn’t work for you using “Time Event”, it’s probably related to what I experience more or less the same way with 6.1 as trigger based on escalations (Time event triggers based on breached escalation times - #2 by schweigi).