- What is your original issue/pain point you want to solve?
We have “two-tiered” agents there some “low-level” agents are able to comment on a ticket but only internally. This is due to the fact, that the company has strict regulations/best practices for communicating with public (this is a municipality). Currently there is no way (afaik) to prevent an agent to respond to customer AND be able to discuss the ticket internally.
- Which are one or two concrete situations where this problem hurts the most?
This is a no-go for some customers (municipalities) which want to prevent some internal users to communicate with customers.
- Why is it not solvable with the Zammad standard?
No, not that I am aware of.
- What is your expectation/what do you want to achieve?
Adding a more granular control to group permissions would probably solve this. E.g. internal agent that is only allowed to comment with internal notes on a ticket. Group Permissions — Zammad Admin Documentation documentation
Zammad environment:
- Average concurrent agent count: 10-100
- Average tickets a day: expected 100+
- What roles/people are involved: civic servants, public relations, customers (=citizens)