Hello,
We are using zammad (V 6.3.1) as a ticketing system in many of our IT projects. Overall it is satisfactory but we are also running into the same issue, the support agents responds to the notes instead of clicking on the reply button. I agree with @csaba1329 that this is indeed an issue with UI rather a technical one. I have experience with other ticketing system (i.e OSTicket, zendesk) and those system’s default response window is for the user not the internal note.
Customize ticket view to show reply and hide notes fields
We still want to use zammad and I am looking for suggestions if anyone has any alternative ideas how to display the reply to the ticket window instead of notes field. I have found a workaround but exploring if anyone has any better idea,
Hiding the Notes Field with CSS - Lobby - Zammad - Community
cc. @MrGeneration, @uuajcurran
Many thanks in advance.
Regards,
Mohammad Ullah
IT Project Manager
GIZ│International Services
Deutsche Gesellschaft für Internationale Zusammenarbeit (GIZ) GmbH
1210 Brussels – Belgium