Add a "take ticket" button to new tickets

Feature requests
1

When new tickets arrive, they come into the “bucket” new tickets, but there are a bunch of agents who can take the ticket to solve it. Sometimes more than one person takes a go at it, some agents solve first and respond later, which is better than not solving of course, but other agents may need to adjust and spend time looking if someone else has already solved it or is working on it.

It would be nice if there was a really tiny effort to make yourself the owner of a new ticket, so other agents can see you are working on it. A button with “Take ticket” would assign myself (agent logged in) as the owner.

Your Zammad environment: (debian packages on ubuntu 24.04, zammad 6.3.1)

  • Average concurrent agent count: about 10?
  • Average tickets a day: ~25
  • What roles/people are involved: ICT
2

We have solved this by creating a macro “assign to me” that sets the owner of the ticket. I think this is close enough to a solution with a button…

3

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