Reply to customer
Send an email reply to the customer on the ticket's thread.
MCP tool zammad_write → reply_to_customer
write Confirm
Adds an email article from you, visible to the customer, and Zammad sends it to the ticket's customer. The ticket title is the subject. Returns the new article with its recipient. Tickets from channels other than email return an error. A sent reply cannot be deleted through Cotlet. By default you confirm each call; you can switch that off for this tool.
Parameters
| Name | Type | Description |
|---|---|---|
| ticket_id integer required | integer | Ticket ID from search_tickets, list_overview_tickets or the ticket address (#ticket/zoom/{ticket_id}). |
| body string required | string | Reply text. |
| cc string | string | Comma-separated email addresses to copy. |
tools/call
{
"jsonrpc": "2.0",
"id": 1,
"method": "tools/call",
"params": {
"name": "zammad_write",
"arguments": {
"operation": "reply_to_customer",
"arguments": {
"ticket_id": 4790,
"body": "Hi Dana, a quick follow-up on your invoice address change. Could you send us the new address? If we do not hear back by Friday we will close this ticket, and you can reopen it by replying."
}
}
}
}Example response
{
"content": [
{
"type": "text",
"text": "{ ... same JSON as structuredContent ... }"
}
],
"structuredContent": {
"article_id": 9071,
"ticket_id": 4790,
"type": "email",
"sender": "Agent",
"internal": false,
"to": "dana.hill@example.com",
"subject": "Invoice address change",
"created_at": "2026-10-22T08:05:00.000Z"
},
"isError": false
}