I am a big fan of the AI features in the latest zammad versions. The summary and writing assistant are widely used within our team.
I recently tried the agents but felt they lacked some customization. For the Ticket title re-writer for instance; we use some prefixes in our ticket title that help us identify in which part of our application landscape we should look (I know we could use categories, but you know how people react to changes). Right now we still have to manually update the ticket titles to include these prefixes.
This issue could be solved by allowing customization of the instructions. ‘If certain words are used add prefix …’ Things like that. This is already available in the writing assistant. would it be possible to add this to the ai agents as well?
I can think of multiple other use cases for the customization of the instructions, but this one paints a clear picture in my opinion.