Triggers on Telegram tickets

Technical assistance
1

Hello,

Good day.

Newbie here on Zammad with a prod environment for a small company.

Just wanted to ask about the triggers

Here is the scenario:

  • Trigger is to send an internal email saying a new ticket has been created:

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  • When a message is received via email (shared mailbox in O365), this trigger does send the above email

  • When a message is received via Telegram Channel, the trigger does not happen.

Am I missing something or this is the expected behavior?

Thanks in advance for any input.

Regards!

2

to add this… trigger that sends an email with SLA is close to reach, also not sending when Ticket comes from Telegram Channel, but does work when its created via email

3

Hm, could it be that tickets coming in through your telegram channel are directly set to open? If that’s not the case: That there’s no sending mail address set for the group? Is the trigger even getting triggered?

4

I just saw that it was only a misconfigured step.

The telegram Channel tickets go to a particular group that had no email sending

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Once i enabled it, i started receiving the email notifications.

Im now receiving 2 emails about the same, so, need to check the config to only receive one