Trigger

INFO

Triggers can run a notification.webhook action that references a webhook by id ({"notification.webhook": {"webhook_id": <id>}}) instead of, or alongside, notification.email. Create the webhook first, then point the trigger's perform action at its id.

List

Required permission: admin.trigger

GET-Request sent: /api/v1/triggers

Details

// HTTP-Code 200 OK

[
  {
    "id": 2,
    "name": "auto reply (on follow-up of tickets)",
    "condition": {
      "ticket.action": {
        "operator": "is",
        "value": "update"
      },
      "article.sender_id": {
        "operator": "is",
        "value": 2
      },
      "article.type_id": {
        "operator": "is",
        "value": [
          1,
          5,
          11
        ]
      }
    },
    "perform": {
      "notification.email": {
        "body": "<div>Your follow-up for <b>(#{config.ticket_hook}#{ticket.number})</b> has been received and will be reviewed by our support staff.</div>\n<br/>\n<div>To provide additional information, please reply to this email or click on the following link:\n<a href=\"#{config.http_type}://#{config.fqdn}/#ticket/zoom/#{ticket.id}\">#{config.http_type}://#{config.fqdn}/#ticket/zoom/#{ticket.id}</a>\n</div>\n<br/>\n<div>Your #{config.product_name} Team</div>\n<br/>\n<div><i><a href=\"https://zammad.com\">Zammad</a>, your customer support system</i></div>",
        "recipient": "article_last_sender",
        "subject": "Thanks for your follow-up (#{ticket.title})"
      }
    },
    "disable_notification": true,
    "localization": null,
    "timezone": null,
    "note": null,
    "activator": "action",
    "execution_condition_mode": "selective",
    "active": false,
    "updated_by_id": 1,
    "created_by_id": 1,
    "created_at": "2026-09-07T06:40:27.193Z",
    "updated_at": "2026-09-07T06:40:27.193Z"
  }
]

INFO

recipient: "article_last_sender" emails whoever wrote the triggering article. In this example that is always the customer, because the condition requires article.sender_id to be 2 (Customer). If an agent wrote the article, the agent would receive the email instead. Use recipient: "ticket_customer" (see Create below) to always target the customer regardless of who performed the action.

Show

Required permission: admin.trigger

GET-Request sent: /api/v1/triggers/{id}

Details

// HTTP-Code 200 OK

{
  "id": 4,
  "name": "Notify customer on auto-close",
  "condition": {
    "operator": "AND",
    "conditions": [
      {
        "name": "ticket.state_id",
        "operator": "is",
        "value": [
          4
        ]
      }
    ]
  },
  "perform": {
    "notification.email": {
      "recipient": "ticket_customer",
      "subject": "Your ticket #{ticket.number} has been closed",
      "body": "<div>Your ticket <b>#{ticket.number}</b> has been closed. Thank you for contacting us.</div>"
    }
  },
  "disable_notification": false,
  "localization": null,
  "timezone": null,
  "note": "Sends a confirmation email when a ticket is closed.",
  "activator": "action",
  "execution_condition_mode": "selective",
  "active": true,
  "updated_by_id": 3,
  "created_by_id": 3,
  "created_at": "2026-09-24T12:31:52.822Z",
  "updated_at": "2026-09-24T12:31:52.822Z"
}

Create

Required permission: admin.trigger

POST-Request sent: /api/v1/triggers

condition accepts two shapes: a flat object keyed by field name (as shown in the List example above, matching Zammad's stock triggers) and the explicit {"operator": "AND", "conditions": [...]} form used below.

In the example below, closing a ticket results in the ticket's customer receiving a confirmation email, because recipient: "ticket_customer" always resolves to the customer regardless of who performed the closing action.

Details

{
  "name": "Notify customer on auto-close",
  "condition": {
    "operator": "AND",
    "conditions": [
      {
        "name": "ticket.state_id",
        "operator": "is",
        "value": [
          4
        ]
      }
    ]
  },
  "perform": {
    "notification.email": {
      "recipient": "ticket_customer",
      "subject": "Your ticket #{ticket.number} has been closed",
      "body": "<div>Your ticket <b>#{ticket.number}</b> has been closed. Thank you for contacting us.</div>"
    }
  },
  "disable_notification": false,
  "activator": "action",
  "execution_condition_mode": "selective",
  "active": true,
  "note": "Sends a confirmation email when a ticket is closed."
}

Update

Required permission: admin.trigger

PUT-Request sent: /api/v1/triggers/{id}

Payload shape is identical to Create. The response is the updated record, same shape as Show/Create with updated_at refreshed.

TIP

A partial payload works too, e.g. {"active": false} to toggle just that field. To update a trigger by name, look up its id via GET /api/v1/triggers first, then send the PUT request to /api/v1/triggers/{id}.

Details

{
  "name": "Notify customer on auto-close",
  "condition": {
    "operator": "AND",
    "conditions": [
      {
        "name": "ticket.state_id",
        "operator": "is",
        "value": [
          4
        ]
      }
    ]
  },
  "perform": {
    "notification.email": {
      "recipient": "ticket_customer",
      "subject": "Your ticket #{ticket.number} has been closed",
      "body": "<div>Your ticket <b>#{ticket.number}</b> has been closed. Thank you for contacting us.</div>"
    }
  },
  "disable_notification": false,
  "activator": "action",
  "execution_condition_mode": "selective",
  "active": true,
  "note": "Sends a confirmation email when a ticket is closed.",
  "id": 4
}

Delete

Required permission: admin.trigger

DANGER

This is a permanent removal

Please note that removing triggers cannot be undone.

DELETE-Request sent: /api/v1/triggers/{id}

Details

// HTTP-Code 200 OK

{}