- 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: