Changing Customer

Hello here!

One solution could be to either use triggers to do this automatically or macros if you want the agent to double-check and do the click

With triggers set correctly it can recognize the domain of the sender and, besides other things, set the specific customer

With macros the agent still opens the ticket yourself and then uses the bottom right button to activate the macro, which can change customer and other attributes

More details in the documentation

• Triggers — Zammad Admin Documentation documentation
• Macros — Zammad Admin Documentation documentation

Best,
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