Zammad emails agents every reply to every ticket from every other agent, can I stop this?

Technical assistance
1

Basically what the title says, we’ve expanded to having many departments using Zammad, with many agents in each department.

Let’s say I have a ticket in “Group A”, and I have seven people assigned as agents for “Group A”. If Agent 1 replies to a ticket, their reply goes to the customer, as well as to Agent 2, and Agent 3, and so on.

Agents 2-7 have nothing to do with whatever is going on on that ticket, and do not want these emails.

Can I do something so agent replies go to the customer, and only the customer, and not to every agent?

My “Notifications” setting, when logged in as an admin looks like this:

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…and from that I would have guessed that agents who are not assigned a ticket would not be getting emails when there are updates to a ticket that isn’t “theirs”, but, they are.

Infos:

  • Used Zammad version: 6.5.2-1761205660.8e51440c.bookworm
  • Used Zammad installation type: package
  • Operating system: Debian

Expected behavior:

Zammad emails agents when new, unassigned tickets come in, Zammad emails agents the ticket is assigned to when the customer replies.

Actual behavior:

Zammad is doing the above, plus emailing every agents reply that they write on any ticket to any agent. I’m trying to make it not do that.

2

That is NOT your notification configuration matrix, but the default one for all new agents you configure.

You might want to review the documentation, notification settings are configurable on a per agent basis.

See:

Your default configuration definitely is way too much for a busy installation and most of the agents. Especially if they’re working the whole day in the system any way.

1 Like
3

Hi again, I suppose it would have been more accurate to say “when logged in, myself and every other agent has notification settings that match these settings in the admin panel, and I’ve also used the ‘apply to all agents’ button in case I need to do that”

Every agent has “Not Assigned” unchecked in the “Ticket Updated” column, but I’m not sure what that actually does, because even with it unchecked, they still get email updates about tickets that are not assigned to them.

For the most part, none of my agents are logged in to Zammad or even regularly use a PC, they’re on dumb phones that have an imap client, they get a notification via email on the dumb phone that tickets are created, but then they also get (unwanted) emails about every update to every ticket by every agent in their “Group”, despite having that unchecked, maybe that’s just for browser based notifications? I’m not actually sure.

If my goal is along the lines of…

Every agent notified via email of new tickets
No agent notified of ticket replies from other agents via email / browser / anything.
Ticket “owner” agents notified of customer replies via email, only for tickets that they are the owner of.

… where should I set that up, if that’s possible?

4

With the correct notification settings in place, this should be the case.

But you are sure that it’s not some other thing, like a trigger from an email?

Or maybe people are mentioned in some way and because of that subscribed.

5

I have one trigger set up, it’s along the lines of “when ticket updated, action = send email, recipient = customer” (I could grab a screenshot later if needed), but the reply from the trigger comes from “helpdeskmailbox@mydomain.tld” where all of the “unwanted” email is coming from “noreply@zammad.mydomain.tld”

Nobody is being mentioned (I didn’t even know that was a thing), and let’s say we get a ticket of “Can someone change the oil in fleet vehicle X”, it’ll be placed into the “Mechanics” group, and Agent 1 - Agent 7 will get an email that that ticket was created, which I like, but then Agent 1 assigns the ticket to themself, replies in the Zammad webui “Yes”, the customer get “Yes” as an email matching how I set it up in the trigger. from helpdeskemail@mydomain.tld (which is where the customer sent the email to to create the ticket, and is configured as an email channel mailbox in Zammad, it creates tickets from everything in the mail box where the sender contains @mydomain.tld), and then Agents 2-7 also get an email (that looks cosmetically completely different from the one the customer gets) from noreply@zammad.mydomain.tld saying that Agent 1 updated the ticket with “Yes”.

All of the agents have the “Not Assigned” option unchecked.

I’ve since changed the Default option to the screenshot in the OP, and used the “Apply to all agents” button to try to force that option, I’ve created a new agent since making the OP image screenshot the defaults, to make sure they “started out that way” and that new agent still receives these emails, and I’ve set up a second Zammad instance for testing, just in case I had something screwed up somewhere, and on the second testing Zammad instance all of my “agents” (which are all just me, with a different domain, different set of mailboxes, etc., but still) receive email when any agent replies anything to any ticket, so that’s when I gave up trying to fix this on my own and figured I should just ask for help here :slight_smile: