Create or overwrite the shared draft of a Zammad ticket as a Reply-All email. Auto-detects the most recent customer article and derives to/cc/subject/in_reply_to from it. Renders the agent's signature fresh from Zammad (with placeholder substitution and lazy loading of related objects) and appends the original article as a localised . PUT semantics: any existing draft on the ticket is overwritten. reply_html validation (always on for universal rules, conditional for configured ones): - universal: no top-level , no , no ASCII straight quotes ", no ASCII apostrophe ' inside words - when ZAMMAD_BANNED_NAMES is set: body must not contain any banned name - when ZAMMAD_REQUIRED_GREETING is set: body must contain that greeting

Fetch a Zammad ticket together with all of its articles in a single call. Combines /tickets/?expand=true and /ticket_articles/by_ticket/ so the model gets ticket meta + full conversation in one round-trip. Use this instead of basher's get_ticket whenever you need the actual article bodies for context (e.g. to write a draft reply).

Add an internal note to a Zammad ticket. Internal notes are visible to agents only and never delivered as email — this tool hard-codes type='note' and internal=true so you cannot accidentally send an email to the customer. If you need to send something to the customer, use zammad_create_shared_draft instead (and let a human send it manually from the Zammad UI).