System notifications

There are other notification emails sent by Zammad that are not configurable as triggers (e.g., the notifications that agents receive when a new ticket is created, or when a ticket is escalated). These notifications are built into Zammad itself, and if you need to customize them, you will have to modify some of the files on your server.

Inside your Zammad directory (usually /opt/zammad), email templates for various events are stored inside the /app/views/mailer directory, named according to the language they’re written in. Thus,


is the German-language template used to notify agents whenever a new ticket is created. To modify this template, create another file with the same name and add a .custom suffix:


Now, this file will be used instead of the original when sending notification emails in German.