Trigger for sending a "closed" notification

Technical assistance
1

Hi, just a short question: I want an email to be sent to the customer after the ticket is closed, informing them that the ticket has now been closed. However, this should happen only 5 minutes after the ticket is closed, because if the ticket is closed by mistake, an email should not be sent immediately. This should happen every time the ticket is closed.

Scenario 1: Ticket is closed. Ticket is immediately reopened. Result: Nothing happens.
Scenario 2: Ticket is closed. 5 minutes have passed since the ticket was closed. Result: Email is sent.
Scenario 3: Ticket is closed. 5 minutes have passed since the ticket was closed. Email is sent. Customer replies to this email. Ticket is reopened. Ticket is closed by staff again. 5 minutes have passed since the ticket was closed. Result: Email is sent again.

How can I achieve this? Unfortunately, I’m not able to get it to work. It somehow works, but sometimes it also sends an email when the user replies to the ticket, which doesn’t make any sense at all.

grafik
grafik1038×1231 59.9 KB

Thank you…

2

Last closing time won’t work for a trigger. All you need is:
State → is → Closed

When the ticket is closed, it will activate the trigger.

image
image974×397 21.4 KB

For what you want to do, you’ll want to use the scheduler and not the triggers.

1 Like
3

So I should only use the sheduler and not the trigger? But I can not add minutes, just a specific date.

grafik
grafik722×1240 54.6 KB

4

Unless I’m mistaken, a trigger won’t wait after an event. It’s a If this then that. I’m saying that a trigger won’t work for your case, and a scheduler is your best option. If that still isn’t enough, perhaps submit a feature request to delay emails after closing.

In the scheduler, you can select all the days and times.

Read more about triggers vs schedulers:
https://admin-docs.zammad.org/en/latest/manage/trigger.html

https://admin-docs.zammad.org/en/latest/manage/scheduler.html