Agent login showing customer view


  • Used Zammad version: 5.3.0-1670492123.7c45d087.buster
  • Used Zammad installation type: (source, package, docker-compose, …) package
  • Operating system: Debian 10.10
  • Browser + version:
    Chrome, Edge, Firefox, private windows, to no avail

Expected behavior:

  • Agent logs in as agent, can see the tickets and also options in Profile

Actual behavior:

  • No tickets were shown after login, no agent options were shown when clicking account avatar, profile. For example, Notification and Out Of Office options.

Steps to reproduce the behavior:

*The agent was mapped from LDAP our local AD, we have 10 agents in the group and only 2 of them are having this issue. Seems they logged in as normal customer, instead of agent role. I checked in UI, they both have the agent role checked.

If there’s no permission based differences for your agents then I’d say you’re looking at the wrong user accounts. Are you sure that they’re using the correct account to login?

Dear Expert,

I’ve found out the root cause, that was the special account where user was using another email address as his primary email SMTP account, and in Azure we used SMTP.Auth to get the account. so basically he has only one AD account but Zammad created two different accounts for him, one is agent role, one is customer:(

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