Bemerkung

EMail header manipulation in Microsoft 365 channels work just like in email channels, so this article is lifted verbatim from here.

Email header manipulation

Email header manipulation allows you to re-route or adjust tickets apart from filters or triggers. Like an API call, but with emails.

Header checks are case insensitive.

Warnung

🛡 Trusted channels required 🛡

Below options are a potential risk with external communication and thus require channels being set to trusted explicitly.

Tipp

Below headers are examples and –in our opinion– the most relevant ones. However: You can adjust mostly any article or ticket attribute (yes, custom ones as well) if you know the attribute’s exact name.

The name column within object’s management provides easy access to objects attribute names. 🤓

Trigger auto responses

Normally Zammad runs internal checks to see if an email is an automatic response. In these cases Zammad will not send trigger based responses.

There may be use cases where this behavior may be in your way, below options allow you to overcome this issue.

Bemerkung

In some cases combining below headers is crucial. This is intentional but may be confusing.

x-zammad-send-auto-response

Set to false to disable trigger based responses. If set to true Zammad will send a response.

Hinweis

This option does not work if e.g. precedence: list is set unless you use below auto response header as well.

x-zammad-is-auto-response

Providing this header allows you to tell Zammad that the mail in question is an auto generated response (true). This will cause email based triggers to be skipped.

Set this header to false if you want to generate auto responses.

Tipp

This header allows you to overwrite auto detects for e.g. precedence: list.

Ticket attributes

Zammad allows you to use headers to manipulate ticket creations or follow ups. The manipulation can be used instead of triggers. Triggers are considered after header settings and thus can still overrule.

Bemerkung

🔎 Zammad differentiates between ticket creation and follow up

For creations use: X-Zammad-Ticket-{Attribute Name}
For follow ups use: X-Zammad-Ticket-FollowUp-{Attribute Name}

This allows you to ensure the changes are only applied in the required situation.

Warnung

🧐 About values

  • While headers are not case sensitive, values like e.g. priority names are case censitive: 1 low will work, but 1 lOw will not!

  • When using attributes that require date / time values, ensure to use Time Zoned Times. e.g. for 28th September 2021 on 8 am CEST, either use:

    • 2021-09-28T08:00:00+0200

    • 2021-09-28T08:00:00+02:00

    • 2021-09-28T06:00:00.000Z

X-Zammad-Ticket-Priority & X-Zammad-Ticket-FollowUp-Priority
Allows you to adjust a ticket’s priority.
Example: X-Zammad-Ticket-Priority: 1 low
X-Zammad-Ticket-Group & X-Zammad-Ticket-FollowUp-Group
Allows you interfere with regular channel routing of the ticket.
Example: X-Zammad-Ticket-Group: Sales
X-Zammad-Ticket-Owner & X-Zammad-Ticket-FollowUp-Owner
Directly assign or change the ticket owner. Valid values are either login or Email
Example: X-Zammad-Ticket-Owner: jdoe
X-Zammad-Ticket-State & X-Zammad-Ticket-FollowUp-State
Set a specific ticket state.
Example: X-Zammad-Ticket-State: closed

Bemerkung

Pending states always require the pending_time attribute on top.
Like so: X-Zammad-Ticket-Pending_Time: 2021-09-26T08:00:00+0200
X-Zammad-Customer-Email
Manipulate the ticket customer - this can be a different user than the actual sender. Replying to the original sender is still possible.
Example: X-Zammad-Customer-Email: jdoe@example.com

Bemerkung

This header is not available for follow ups.

X-Zammad-Customer-Login
Manipulate the ticket customer - this can be a different user than the actual sender. Replying to the original sender is still possible.
Example: X-Zammad-Customer-Login: jdoe

Bemerkung

This header is not available for follow ups.

Article attributes

If needed Zammad allows you to manipulate attributes or states of fetched email articles.

X-Zammad-Article-Sender
Manipulate the sender type (Agent, Customer, or System)
Example: X-Zammad-Article-Sender: System

Warnung

System Emails are indicated in a similar way as trigger-response like entries Users can’t see them natively.

Received mail as article sender system
X-Zammad-Article-Type
Change the article type of your incoming mail. This requires you to know which article types are available in your system.
Example: X-Zammad-Article-Type: phone

Warnung

This header can cause serious issues in your instance and may lead to unexpected behavior. Only use with absolute care!

X-Zammad-Article-Internal
Manipulate the default article visibility.
Example: X-Zammad-Article-Internal: true
X-Zammad-Ignore
Tell Zammad to silently drop the Email.
Example: X-Zammad-Ignore: true