Add multiple Agents to one Ticket Notifications (Abonnements)

Feature requests
1

Hey everyone,

im not sure if this topic is already found somewhere but at least I couldn’t find it.
If there already is a soloution for this I’d appreciate to know how.

So what is my Issue?
Right now I can only add myself to the Notification Tab in a ticket. I would like to add other agents/collegues aswell so they get the updates even though they are not directly on this topic.

Examples:

  • Implementing Updates
  • Communicating Downtimes for switching hardware
  • Long term projects which result in multiple areas working together and sharing information

At least to my knowledge I can’t find a workaound to add them to a specific ticket, except they do it themselves.

I would appreciate your opinions to this.

Your Zammad environment: (we are still implementing)

  • Average concurrent agent count: /
  • Average tickets a day: /
  • What roles/people are involved: Agents
2

You might want to take a look at mentions.

3

Thank you this could be a good workaround. I thought the Mentions would just give them a short onetime notification.

Still I think it would be a good feature to be able to Add and Remove other people from the Notifications.

4

Is it possible to Remove someone which was previously mentioned in a ticket? I can see the added person on the right side but i can’t seem to find a way to remove them again. For example when I tag the wrong person.

5

Technically yes via triggers or macros. But you cannot define what users you want to “unsubscribe”. Honestly, in my opinion the affected user should decide that. But that’s my opinion.

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