How can I configure the system so that when an agent responds, the entire ticket or the response is not sent to the customer, but only a message with the link to the ticket with the message that there has been an update?
This is a new regulation that I have to implement, as I have to ensure that no sensitive data is sent via email in accordance with the data protection law.
thanks for any tips
Your agents must write “phone call notes” instead of e-mails. Then you can write a trigger, that sends out a notification to the customer, that a new article has been added.
You might also want to add some warnings for the agents on how the article types work in your environment.
Hello Roverman,
you got an answer before.
But I found a behaviour of Zammad I want to share with you.
If you select (mark) some text in the mail before. Only this Text is replied in the answer mail. Hope this is also helpful for you.
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