- Used Zammad version: 7.0.1
- Used Zammad installation type: package-installation (self-hosted)
- Operating system: Ubuntu 22.04
- Browser + version: Microsoft Edge Version 150.0.4078.5
Hello everyone,
we have configured a trigger in Zammad that should send a webhook to an external system whenever a ticket is updated.
Expected behavior:
The webhook should be triggered on every change to a ticket, regardless of the type of action performed (e.g. status changes, field updates, internal edits, or new articles).
Actual behavior:
The webhook is currently not triggered reliably.
From our observations, it only sends when an agent actively creates a new article (post) in the ticket. Other types of updates do not seem to trigger the webhook consistently.
The trigger conditions are configured in the “Ticket” category along with the corresponding actions (see screenshot).
We would appreciate your guidance on how to ensure that the webhook is executed for every ticket update, independent of the type of action.