System Notifications

Note

System notifications can only be customized on self-hosted installations.

System notifications are automated emails sent by Zammad for critical system events, such as account changes or SLA violations.

Unlike the automated emails you can set up using Trigger or the Scheduler, these notifications are built into Zammad itself: if you need to customize them, you will have to modify some of the files on your server.

When Are They Sent?

All users are notified about:

Staff (admins & agents) are notified of:

  • Logins from a new device

  • Logins from a new country

Agents are notified about:

  • New tickets

  • Ticket updates

  • Pending reached tickets

  • SLA violations (before and after the deadline)

Agents can change their notification settings in their user profile.

Daily reminder emails are sent at midnight (of the Zammad system timezone) for all tickets where the pending till time is reached or SLA violations exist.

How Can I Customize Them?

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,

/opt/zammad/app/views/mailer/ticket_create/de.html.erb

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:

/opt/zammad/app/views/mailer/ticket_create/de.html.erb.custom

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