Use Trigger to send an Mail to the recipient of last Article (Mail)

  1. What is your original issue/pain point you want to solve?
    Actually, it is possible to use the owner, customer, all agents, or sender of the last article in the mail trigger. We need the variable ‘recipient of last article’.

  2. Which are one or two concrete situations where this problem hurts the most?
    If an agent receives a direct email from a customer, we move it via Outlook to the Helpdesk Mailbox (instead of forwarding it) to ensure the customer, rather than the agent, is assigned to the ticket. If more than one agent is a recipient of the email, it can happen that multiple agents ‘import’ the same ticket. We want to implement a system where, if the article is an email and it creates a new ticket, and the recipient does not contain the Helpdesk email address, a notification of ‘Ticket imported…’ will be triggered to the original email’s recipients (the agents).

  3. Why is it not solvable with the Zammad standard?
    In the trigger configuration → Action → Email → Recipients, there is no variable ‘Recipients of the last article’.

  4. What is your expectation/what do you want to achieve?
    The possibility to choose ‘recipients of the last article’.

Your Zammad environment:

  • Average concurrent agent count: 10
  • Average tickets a day: 30
  • What roles/people are involved: Agents

Sorry that’s a technical question.
The issue is the forwarding - it should be redirected (which Outlook is capable of in a very painful way).

Forwarding an email removes all original headers and thus the possibility for Zammad to see who the original sender was.

Alternative to that is having a sub folder in the mailbox of the user where Zammad reads and fetches so that the agent just moves the mail. (This option would be the most painless option for your agent)