is there any possibility to answer to all Tickets via EMAIL natively?
I always have to change from NOTE to MAIL.
Notes = is used nearly never.
Mails = used 100 times a day
Would be better workflow (i.e. Change priority) of answers OptionsâŚ
Well yes, just hit âreplyâ below the last article and youâll automatically end up in mailing mode.
No other native option without hacking (which I would not encourage you to do)
I just wanted to suggest that we file a bug for this on GitHub, because this was something that also immediately confused me when I started to evaluate Zammad. Turns out there is already one: "Reply" action in UI unclear ¡ Issue #372 ¡ zammad/zammad ¡ GitHub @MrGeneration would it be possible to unlock the issue again so we can upvote it? GitHub wonât allow voting on locked issues
@antweb Have you considered to do in-house training for your agents and explaining the problem to them? That is what Iâve done, though I canât say yet how well itâll work, as weâve havenât started using Zammad yet ^^
An easy workaround would be to edit the translation (assuming youâre using a non-English locale). Ensure that youâve chosen a non-English locale (e.g. German) in your profile, and then go to Admin â System â Translations, and search for âEnter Answer orâ, and change the translation to something like âInterne Notiz eingeben oderâ. The UI will then say âInterne Notiz eingeben oder Dateien wählenâ, which hopefully should make it clearer to your agents that that field is not the proper way to reply.
I unlocked the conversation for voting, please do not create comments on how much you want the feature/change, as I will then immediatly lock the issue again.
This is to keep the noise low for our devs so that they concentrade on their tasks.
A trigger could look this (even though it does not solve the main problem):
Please also note that itâs untested and might need fiddling to fit your needs.