Note

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.

Danger

🛡 Trusted channels required 🛡

Below options are a potential risk with external communication and thus require channels being set to trusted explicitly. You can find instructions about how to set a channel to trusted at the end of this page.

Tip

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.

Note

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.

Hint

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.

Tip

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.

Note

🔎 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.

Warning

🧐 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

Note

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

Note

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

Note

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

Warning

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

Warning

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

Trusted Channel¶

Note

🚧 Self Hosted only 🚧

Below settings are only available to self hosted users.

Danger

⚠️ As stated above, this is dangerous and can lead to unexpected behavior in the communication with external parties. Only follow the instructions below, if you know what you are doing.

Setting a channel to trusted can ony be done via console. In the rails console, execute the following commands:

List all channels in Zammad:

>> Channel.all

Look for the id of the channel, you want to set to trusted.

Select your identified channel (replace the 99 with the correct id):

>> channel = Channel.find(99)

Show the currently activated options of the selected channel:

>> options = channel[:options]

Add the "trusted"=>true flag for the inbound part of the channel:

>> options[:inbound][:trusted] = true

Save your changes:

>> channel.save!