Use triggers to set up all kinds of if-this-then-that automation workflows.

For time-based or recurring automation workflows, try schedulers instead.

The first thing to know about triggers is that you’re already using them. From the moment you set up Zammad, it starts sending auto-replies to all incoming emails. Recognize this line?

Screenshot of auto-reply notification in ticket view

It means that the ticket is from an incoming customer email, and that the customer received this message in response:

Screenshot of auto-reply in customer’s inbox

This auto-reply message is a trigger. You can disable it, modify it, or create new ones for all sorts of automation tasks on the Trigger page of the admin panel:

Screenshot of “Triggers” page in admin panel