Trigger autoreply only when customer directly creates a ticket (not agent)


  • Used Zammad version: 5.2.1
  • Used Zammad installation type: package
  • Operating system: Alma Linux
  • Browser + version: Edge

I’m looking for some advice in creating a trigger rule.
When a customer emails in a ticket, I want them to receive an auto-reply acknowledgement of that, which I have done, and it works well.

However, I do not want the auto-reply to be sent if an agent has created the ticket on behalf of the customer, because we often create tickets for internal tasks relating to a customer, but that they don’t need to be notified/aware of

Which combination of rules would allow it to work this way? I have tried the following, however no replies get sent at all in this case:

Use the article’s sender in your trigger condition or limit the trigger to e-mails only. This should be in the example auto-reply trigger for new tickets:


Thank you for providing this, I had deleted the initial rules when we moved to Zammad so wasn’t aware. Can confirm this does what we need though.

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