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Trigger

Every time a customer creates a new ticket, they automatically receive a confirmation email to assure them that their issue has been submitted successfully. This behavior is built into Zammad, but it’s also highly customizable, and you can set up other automated actions just like it.

Maybe you want to set a higher priority on any ticket with the word “urgent” in the title. Maybe you want to avoid sending auto-reply emails to customers from certain organizations. Maybe you want mark a ticket as “pending” whenever someone adds an internal note to a ticket.

Whatever it is, you can do it with triggers: actions that watch tickets for certain changes, and then fire off whenever those changes occur.

How Do They Work?

Triggers consist of two parts: conditions and changes. Conditions answer the question, “when should this trigger fire?” Changes answer the question, “what should happen when it does?”

Triggers are evaluated in alphabetical order, by name.

Conditions

When creating a trigger, define your conditions here:

images/manage/Zammad_Helpdesk_-_Triggers10.jpg

If you set multiple conditions for a trigger, they must all be true for it to fire. You can configure triggers to fire based on the properties of:

The Ticket itself
e.g., Was this ticket newly created? Is the ticket currently open? When was the last time we received contact from the customer on this ticket?
New Articles on the ticket
e.g., Was this article added by email? by phone? Was it created by an agent, or a customer? Does the subject contain a certain set of words?
The Customer that created the ticket
e.g., What is the customer’s name? Is the customer a VIP? What department does the customer work in?
The Organizations that the ticket’s customer belongs to
e.g., What is the name of the customer’s organization? Does it have a note attached to it containing a certain set of words?

Changes

When creating a trigger, define your changes here:

images/manage/Zammad_Helpdesk_-_Triggers11.jpg

A trigger can do two things once its conditions have been met:

Modify the ticket
e.g., Escalate its priority, close it, reassign it, rename it, add tags, etc.
Send an email
Either to the customer, the agent who owns the ticket, or every agent in the system.

Note

In order to send E-Mails with Triggers, you need to configure an E-Mail-Address for the group the trigger is working in. If you don't, Zammad will skip the Trigger.

Examples

  1. Any time Jacob Smith creates a ticket, assign it to the Sales group:

    images/manage/Zammad_Helpdesk_-_Triggers.jpg
  2. Emma Taylor is responsible for all sales internally, so if a new ticket has the word “order” in the subject, assign it to her and make sure it’s set with a high priority:

    images/manage/Zammad_Helpdesk_-_Triggers2.jpg
  3. Send an auto-reply email to anyone who responds to a ticket:

    images/manage/Zammad_Helpdesk_-_Triggers3.jpg

Other Notifications

There are other notification emails sent by Zammad that are not configurable as triggers (e.g., the notifications that agents receive when a new ticket is created, or when a ticket is escalated). These notifications are built into Zammad itself, and if you need to customize them, you will have to modify some of the files on your server.

Inside your Zammad directory (usually /opt/zammad), email templates for various events are stored inside the /app/views/mailer directory, named according to the language they’re written in. Thus,

/opt/zammad/app/views/mailer/ticket_create/de.html.erb

is the German-language template used to notify agents whenever a new ticket is created. To modify this template, create another file with the same name and add a .custom suffix:

/opt/zammad/app/views/mailer/ticket_create/de.html.erb.custom

Now, this file will be used instead of the original when sending notification emails in German.

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