Title: Add emoji reactions to articles (especially notes) within a ticket
1) What is your original issue/pain point you want to solve?
In some tickets, our different agents/teams like to discuss the issue using notes. Sometimes it is necessary that multiple people give their opinion. If everybody posts a note, the ticket tends to get very long/confusing/messy. If people could just react with emojis (or at least “like” the note), it would be really helpful!
2) Which are one or two concrete situations where this problem hurts the most?
Complicated cases, where there are maybe already lots of mails with the client and then the internal discussion takes a lot of time and space.
3) Why is it not solvable with the Zammad standard?
Because there is no possibility/feature for quick reactions within the team.
4) What is your expectation/what do you want to achieve?
I would love to have emoji reactions like we know them from tools like Slack, Gitlab or Signal.
Our Zammad environment:
- Average concurrent agent count: varies
- Average tickets a day: varies
- What roles/people are involved: Agents