Trigger for Notification for a changed ticket for the Customer


  • Used Zammad version: 3.1.X
  • Operating system: Debian
  • Database + version: newest
  • Elasticsearch version: newest
  • Browser + version: Chrome 77.0.3865.120
  • My Zammad is only running E-Mail Notifications. Tickets Can’t be answered over E-Mail

Expected behavior:

Send E-Mail to Customer if the Ticket gets an Update

Actual behavior:

Nothing. No E-Mail is send.

Steps to reproduce the behavior:

Make a Trigger like this:
Customer is specific user “Customer Name”
Updated by is not specific user “Customer Name”
Send E-Mail to Customer

Reply over the web interface.

What is Wrong with my Trigger ?

There’s your problem.
Zammad will, at no point, send any Trigger based mails out to customers, if you don’t have a mail address configured to your group.

Technically, if you don’t want to receive mails for whatever reason, you could use outbound only channels (because you need a channel to assign to the group…):

Further information about Triggers can be found here:

If you ignore the above, this is the correct trigger configuration that will do what you want, based on an agent writing a public note.

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