Trigger per Email - response to customer with last note from support user

[matthias.wolf]

Hello Zammad-Community,

I’m new to Zammad and struggle with email notifications using a new trigger setup. Can anyone help me or say if the following is possible?

When a ticket from the customer reaches Zammad via email, the customer gets an automatic ticket response via e-mail from our Zammad.
Also, a trigger was set after closing the ticket: the customer gets an e-mail triggered by “Ticket resolved.”

Now, my last wish is, that the customer gets an email when the ticket has changed and this is already working, but my wish would be: in this email in the text field at one position to add the last note from the customer support user, I mean so that the customer (ticket creator) hasn’t to switch to Zammad to read the support note(s). He should see this information directly in the sent email.

PS: the customer can, with this note in the eMail, directly respond via eMail reply and doesn’t have to switch to Zammad interface.

Is something like this possible? If so, can anyone give me a tip on how to do it? Something with like VARIABLE_LAST_NOTE ?!

Thank you!

Best, Matthias

[ecomsilio]

Hi Matthias,

you’re probably looking for #{article.body}

See an example of my trigger.

Cheers,
Gijs

[matthias.wolf]

Hey Gijs, Thank you for your quick answer / help. I’ll give it a try. I will reply to you hopefully soonish / latest at the beginning of next week.

Cheers,
Matthias

[matthias.wolf]

Hey Gijs, Yes that’s the solution. It works.
Thank you very much!

Cheers,
Matthias