Group Settings

Click on a group to edit it, or click on New group to create a new group.

Screenshot showing Zammad's group management

No matter if you’re going to edit or create a new group, each group comes with the following settings you can adjust as needed.

Name

This is the name your agents (and customers when using Web) will see within the Zammad-UI.

Assignment timeout

The time in minutes after which the ticket’s ownership will revert back to unassigned after the assigned agent hasn’t worked on the ticket.

Note

This timeout does not take any working hours in account.

Follow-up possible

This option allows you to decide how Zammad should react if a customer replies to a closed ticket (no matter if by e.g. email or UI).

yes

The ticket will be reopened. This is the default value.

do not reopen Ticket but create new Ticket

The ticket will remain closed and Zammad will create a new ticket instead. The new ticket contains the customers reply only.

do not reopen ticket after certain time but create new ticket

The ticket can be reopened unless the specified number of days after last ticket closure has been exceeded. If the time limit is exceeded, Zammad will create a new ticket instead of reopening.

Choosing this option will provide the option Reopening time in days which requires you to provide the number of days you want Zammad to wait until it creates new tickets.

Assign follow-ups

This setting allows you to decide if, upon a reopen of a ticket, the last assigned owner should stay assigned or if Zammad should reset the owner to nobody.

yes

The ticket will remain to the last agent who owned it. This is the default value

no

The owner assignment of the ticket will be removed.

Email

Select which sender’s email address Zammad will use outbound for replying on a ticket in this group.

Note

You don’t have an email address configured yet?

Please configure an email based channel before here

and come back afterwards.

Signature

Choose which signature to use when replying to tickets in this group. Leaving this option unset will send emails without any signature.

Shared Drafts

Shared drafts allows your agents to share ticket drafts (for new and existing tickets) with their colleagues. By default this setting is enabled, disable it if you don’t want your agents to use this function.

Learn more about shared drafts in our user documentation.

Note

An internal note about the group that is only visible to people who can access the group management area.

Active

Don’t need the group any more? If you can’t or don’t want to recycle (rename) the group, you can also set it to inactive. Agents and customers will no longer be able to see the group and thus can’t add, update or read it’s tickets.

Note

As of now groups cannot be removed.

Warning

Please keep in mind that you still can route tickets into these groups. This is potentially dangerous, make sure the group is no longer part of email filters or a destination group.

Screenshot showing how a group configuration can look like.

A sample configuration of a group.