Ticket Templates are currently visible to all agents regardless of the ticket group they belong to or work with. In environments with multiple teams and departments, the list of available templates grows quickly and contains many templates that are irrelevant to the current context.
This makes it harder for agents to find the correct template and increases the risk of selecting a template intended for another team.
Which are one or two concrete situations where this problem hurts the most?
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A service desk with multiple departments (e.g. IT Support, HR, Facilities, Security) maintains dedicated Ticket Templates for each team. Agents are presented with all templates, including those unrelated to their work.
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A company operating multiple support teams uses templates for different processes and workflows. As the number of templates increases, agents spend more time searching for the correct template and may accidentally select one belonging to another group.
Why is it not solvable with the Zammad standard?
Ticket Templates do not currently provide any mechanism to restrict visibility by group.
While Text Modules already support group-based visibility restrictions, the same capability is not available for Ticket Templates.
The documentation for Text Modules states:
“If needed, you can restrict text modules to specific groups. With this, you can easily keep text module lists short and dedicate specific texts to where they belong.”
https://admin-docs.zammad.org/en/latest/manage/text-modules.html
This functionality addresses exactly the same organizational challenge but is currently unavailable for Ticket Templates.
What is your expectation/what do you want to achieve?
Add a “Groups” field to Ticket Templates that allows administrators to assign one or more groups to each template.
Templates should only be displayed when the current ticket belongs to one of the assigned groups, or when the agent is working within one of those groups.
Example:
- Template A → Sales
- Template B → Support
- Template C → Support, Operations
This would:
- Keep template lists shorter and easier to navigate
- Improve usability for agents
- Reduce the risk of selecting incorrect templates
- Provide consistency with the existing Text Modules functionality
- Improve scalability for larger Zammad installations
Suggested UI:
When creating or editing a Ticket Template, add a multi-select “Groups” field similar to the one available for Text Modules.
If no groups are selected, the template remains globally visible (current behavior).
Our Zammad environment:
Average concurrent agent count: ~20
Average tickets a day: ~300
What roles/people are involved: Customer Care Agents