Web notification for customers

Technical assistance
1

Infos:

  • Used Zammad version: Zammad version 6.3.1-1716457712.5cc84175.jammy
  • Used Zammad installation type: Package
  • Operating system: Any
  • Browser + version: Any

Expected behavior:

Notification on zammad portal for customers.

Actual behavior:

No notification for customers, only receive notification for agent

Steps to reproduce the behavior:

Update a ticket with a response from an agent, customer doesn’t receive web notification. However, if the customer updates the ticket then the agent receives a web notification.

I thought it time might have been a trigger but the only options available are “EXECUTE CHANGES ON OBJECTS: Email - SMS - Webhook”

The customer receives emails fine when the agent updates the ticket.

I’ve attached 2 screenshots, one from the customer side and one from the agent side.

agent
agent1302×958 39.7 KB

customer
customer1528×1089 48.6 KB

2

image
image1133×670 87.1 KB

https://user-docs.zammad.org/en/latest/extras/profile-and-settings.html

Further input for understanding the details:
https://admin-docs.zammad.org/en/latest/manage/trigger/system-notifications.html

3

My setting are already like that

4

So notifications are for agents only?

https://user-docs.zammad.org/en/latest/extras/profile-and-settings.html

Notifications are available to agents only

5

That’s what I screenshoted and let you know, right?

6

Yes you did, I was just validating your comment. Thank you.