Trigger - send a email when a tag is set

[ClintT]

• Used Zammad version: 6.2.0
• Used Zammad installation type: docker-compose
• Operating system: linux mint
• Browser + version: Chrome

Expected behavior:

• Send the customer an email

Actual behavior:
*trigger not activated
email does not get sent.

Steps to reproduce the behavior:
Create a trigger with CONDITIONS FOR AFFECTED OBJECTS = Tag - contains all
EXECUTE CHANGES ON OBJECTS = Email - Customer

Good Day ,
Im trying to create a trigger that sends a customer an email once their ticket has a tag added to it.
Below is what i did.

Thank you

[zammad_user_2024]

I’m certainly not an expert but maybe you need to add Action is Updated to the conditions?

[ClintT]

Thank you for the reply,

i have added actions and many other things but still it wont send the email.

[ClintT]

So it seems that the trigger wants more than just on change to happen on the ticket in order to send the email.

I added priority is low to the trigger and created a Macro with the same actions as my trigger. When i select the new Macro from the update tab, the trigger activate and sends the email.
It also works when i add the tag manually to the ticket and change the priority to low.

[zammad_user_2024]

I tried also. I guess adding a tag isn’t considered an update.
Is this a bug or feature?

[ClintT]

So you can just add a tag to the trigger. Once you set the tag on the ticket, you have to put in a note and select update on the ticket in order for the trigger to send the email.
But the problem comes in, that every time you add a note to that ticket, the trigger fires and sends the email. Which is something i do not want.

[ClintT]

So i managed to get this to work for me.
I created a trigger with two conditions and both has to be met in order for the trigger to fire. The first a tag and the second a priority is (low) although i want the priority to stay as normal on the ticket.

Then to execute, is set to email and priority is (normal). This will ensure that the trigger does not fire every time the ticket gets updated.

Then i created a Macro with the same conditions as the trigger in or to fire the trigger.

So when I’m on a ticket that i want to set as “Awaiting client Response”, i just select the Macro and update the ticket which then sends the email to the customer .

Any note added to the ticket will not fire the trigger which is what i wanted.

Hope this helps someone with a similar issue.