Infos:
- Used Zammad version:
- Used Zammad installation type: (source, package, docker-compose, …)
Expected behavior:
When an agent responds directly via E-Mail to a ticket, the customer is not notified. As I’ve read on this forum the way to deal with this is by creating a custom trigger which sends this email.
The trigger is set up as follows:
- Status: open
- Type: Email
- Sender: Agent
Actual behavior:
There are two issues with this setup:
- There are two mails sent when the agent chooses to reply on the web-frontend since this also trigger the same event
- The two emails (trigger and default notification) have different sender names, one time it is the group name and the other one it is “ via ”
What I need
-
How do I set up the trigger in a way that it does not send an email on a web reply?
-
Is it possible to set up the trigger to use the same sender name as it would if the agent would reply on the web?