Hi everyone,
And first, thanks for this amazing project. I started to test it since few hours and it looks like very powerful.
However, I’d like to push some feedback, you can see that as a “Feature request” but also to understand what I think matters in modern a support/helpdesk software (so my 2 cents). Note this isn’t especially complicated to implement, but more a matter on “how” to use something.
Right now, for our Open Source projects support (Xen Orchestra and XCP-ng, for paid pro support) we are using a front office inside our own app, and Gitlab as the “backend” and backoffice.
Frankly, it’s great but there’s some limitation: we don’t want to continue to maintain it and add some “rules” to manage more and more complex support workflow.
So I tested Zammad. That’s really impressive, all the backoffice features are wonderful (trigger etc.). Congrats!
However, the conversation with the user is… very limited: no Markdown support (which is a pain when dealing with stacktraces!). Despite this is -to me again- the most crucial part of software: something that looks like more like a GitLab/GitHub ticket for example 
Also, there’s no way to “send” the content of the message without clicking on “Update”. Why not having Ctrl+Enter? That would be faster.
Finally, I would say far too much space is used between question and answer. You need to scroll a lot and just having less space would be far more efficient.
Here is a workflow: the customer could create tickets from the web portal (currently internal, but hopefully soon outside our code to get rid of this part). The customer is able to use a basic selector for the kind of trouble (commercial support, technical support on product 1 or technical support on product 2, or even CRITICAL request which could trigger notifications).
As you can see, this is not compatible with an email workflow (and to be fair, I don’t like emails in general, I’m happy to get rid of them).
Any suggestion on what I can do right now on my side? (maybe I’m not using the software “the right way”). Thank you for taking time to read!