We’ve only recently started using Zammad after moving from Request Tracker. Coming from Request Tracker, we were use to being able to assign multiple customers to a ticket who would all receive emails/notifications and be able to contribute. It also had the option of adding “watchers” that would automatically get CC’d and notified of replies.
Assuming I haven’t missed something obvious, it would be really good if Zammad supported something similar.
Does this reasonable? To give some context, we’re using Zammad for an internal IT helpdesk. I understand such a use case is unlikely when using Zammad as a public helpdesk/ticketing system, but where it’s used as an internal helpdesk system I’d imagine this to be a relatively common requirement. I get the impression that Zammad was originally designed as a public helpdesk, and has slowly been gaining features to make it more tailored as an internal helpdesk such as allowing agents to also be customers.
Like the OP, I would very much like to see this capability added to Zammad. I see from GitHub issues that this has been requested for around six years. It’s not just IT Helpdesk scenarios as the OP calls out where this would have value, I can imagine that it would be useful for a plethora of other use-cases. Not everything can be grouped together as an Organisation, and it would be incredibly helpful if any given ticket could have the concept of multiple people/watchers/customers associated. Sadly, this is the blocking factor for my company being able to shift to Zammad from RT.
+1 on this feature request. We are also using Zammad as an internal IT helpdesk, and would often make use of assigning multiple customers to a single ticket (eg: employee & their supervisor). We recently moved to Zammad from Spiceworks, and we are missing this feature.
I’m in the process of migrating to Zammad from a custom Drupal build and this is one feature we use a lot and is missing.
We often have multiple clients assigned to a ticket so that others in the organization are aware of all the requests coming in and can prioritise them. While this can be done in the web interface, many people don’t regularly login and rely on emails to know what’s going on.
Due to popular demand, reopening the thread:
As certain users have different use cases that cannot be covered by using standard shared organizations (e.g. retail where the buyer is a third party purchasing from a partner/seller company and not directly from the company that manufactures the product), as such a setting would allow the third party to access and edit all tickets from the partner company, leading to potential data breach.
Just as a side note, you can give hearts to articles at any time, even if the thread has been closed by Discourse already. It thus has no negative effect on your ability to vote and thus express your demand.
I just contacted support about this missing feature. Zammad support forwarded me this exact feature request in the community.
E.g. In Jira you can “share” tickets with other people, see hardcopy.
This is great because information can be shared with two or more people at the same time.
This feature would be very good to have indeed!
Besides the obvious sharing of issues between multiple customers this should enable us to create an approval workflow on the customer side. If I am not mistaken currently the approval (as seen in the workflow examples) is targeted at the agent side of the service desk, our goal is to create a workflow to provide customers the chance to approve a request (managers, etc.) without the possibility to read all tickets by being an agent.
This idea is fantastic! My company used to use Zammad because it had many cool features, but we had to discontinue it because we couldn’t coordinate tickets by sharing them with other customers in a similar manner. As a result, we were forced to switch to another platform, even though it wasn’t better than Zammad. I hope Zammad will take your suggestion into account and that this feature will be updated soon, so I can use Zammad’s amazing features again in the near future.
found this while googling for a solution.
I would like to see this feature as well, we are using it as a internal IT helpdesk and often multiple people want access to view a ticket.
Example given:
new employee will start, so HR creates a ticket and needs certain information after user creating
Manager of said new employee has to give us information regarding permissions and wants to know how far the process is going
i had contant with our boss inside the ticket and now all of a sudden atleast 3 people want access to the ticket
Hi, I have huge issue with tickets… I just merged two similar tickets from customer A and customer B, I chosed ticket from customer A as parent ticket and now only customer A can see the ticket and customer B can see just his ticket with text “merged”. I need customer B to aslo see that merged ticket.
Shared organization isnt great solution for me… would like to be able to add more than one customer to a ticket.
Okey sorry it may be duplicate but there is no activity in this request and there doesn’t seem to be any work being done on this, and in fact there hasn’t even been a statement on the issue from anyone from Zammad.
Adding several feature requests on the same topic will slow us down, not speed up feedback or qualification. We have quite some backlog and will cycle through all feature request over time. It takes us time, especially during a rewrite.
This feature request has not been qualified and thus is neither “accepted” nor “declined”.
Thanks, exactly! We would also love to see this feature in Zammad, to be able to give (at least read-) access to users from different organisations to a ticket and keep them in the loop.
