Trigger does not trigger ;-(

Technical assistance
1

Infos:

  • Used Zammad version: 6.5.2-1759126881.7ccef40e.noble
  • Used Zammad installation type: package
  • Operating system: “Ubuntu 24.04.3 LTS”
  • Browser + version: Firefox 134.0

Expected behavior:

  • When an agent writes a reply in an open ticket and then updates it, an email should be sent to the customer to let them know that there is new information.

Actual behavior:

  • The customer does not receive any e-mails

Steps to reproduce the behavior:

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Hello, I’m still very new to Zammad. We have currently set up a test system where we want to run through various scenarios.

Now I have the problem that my first self-defined trigger is not working as I would like it to.

When an agent responds to a ticket in the web console (i.e. publicly) and then clicks on “Update”, an email should be sent to the customer to let them know that there is an update.

Is it possible to not send this email if the customer is logged into the web console at the time of the update?

2

Problem found. It was the wrong Typ

3

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