Coming from ConnectWise ticketing, it was a very handy feature to have. If we received an email ticket with multiple users or a manager in the to/cc field they would all get updates as the ticket was being worked. There were also a handful of clients with smaller companies that wanted the owner cc on all tickets.
I think the best way to go about this would be to have 2 fields. The first one would be the primary contact for the ticket (ticket owner) and the second would be a CC or additional contacts field that would allow adding other customers. Screenshot below from what this looks in CW:
I’ve looked into Zammad a number of times, but never bothered continuing past basic investigation because Zammad hasn’t added this capability. Currently on RT, and we regularly handle tickets that need to include multiple users who have no fixed association other than that ticket, and I can’t imagine going without it.
I agree. @shift.cx shared a great example use case.
I’d add another one:
A customer creates a ticket for an important issue but then falls ill.
The customer’s Head of Team wants to know the status but can’t access the ticket and ends up calling instead - exactly what a ticket system is meant to avoid.
If I could add the Head of the Team to the ticket, he could look into it himself.
Another use case:
Two (or more) tickets come in, all concerning the same issue. Technically, I can merge these tickets, but one of the customers will be lost. So, if the feature allows a ticket to have multiple customers, this should also be taken into account when merging.
as this feature would be very important for us and would significantly simplify our work, I wanted to ask if you have any idea when it will be available?
Thank you very much for any information you can provide.
This is a feature request. It hasn’t been accepted as of now. At least what I can tell from it’s categories and state.
Zammad generelly doesn’t communicate any ETAs on features nor any roadmaps.
You can always try to boost a function by inserting coins by sponsoring it, no guruantee though that it will be accepted as standard feature.
Give that role only access to the specific group(s)
Limit the agents visibility, limit fields/options with core workflow etc
That’s how we do this for a couple of our customers, works quite well. Please give them a new email to use for their agent role, mixing agent and customer might have implications.
Also.. allowing multiple customers to a ticket sounds fine and dandy but GDPR is going to bite you down in the end here, there’s too many factors and breaking points which will just cause tons of headaches.
I would rather suggest to show all interacted email addresses to ticket in a CC field dropdown menu. Perhaps an “Add all listed” with criteria that list is only shown if no character has been entered to engage search.
Right now we utilize a Freetext object in ticket view, which could be used to add involved people so you can copy paste them into CC
Logically, wouldn’t this be similar to creating say a temporary organization (group of users/customers), allowing the program to reuse logic and from an end-user perspective, the interface would be similar?
I just don’t think people want to go in and add a bunch of organizations in their system just because they want one-off organizations for a particular ticket, but logically it seems the same to me.
As someone else who came from RT looking for this feature, it hasn’t been quite the problem with thought it would be. Most of our “customers” are internal and most of our staff interface with Zammad via email. Zammad’s ability to change the CC/To address on replies to anyone we want largely negates the need for having multiple customers assigned to a ticket. Any reply from those people is captured on the ticket.
The multi-customer feature would from what I can tell would largely only benefit those where customers are mainly using the web app, or for more a more formal helpdesk where status updates and things need to be communicated with multiple stakeholders.
