Assign Customers as subscriber to tickets

Technical assistance
1

Infos:

Hi, this is my first post and I hope someone can help us with our Problem.

  • Used Zammad version: 6.2.0-1707987827.798dd740.jammy
  • Used Zammad installation type: package
  • Operating system: Ubuntu 22.04.3 TLS
  • Browser + version: Edge 121.0.2277.128

Expected behavior:

  • In the ticket creation via Web-Browser, the customer shoutd be able to assign non-agent Users with just “Customer” permissions as a subscriber to tickets, so they can see what is happening, comment on the ticket and edit one specific attribute we created. They should not be able to see all tickets, just the ones they are subscribed to. The creator of the ticket should also stay the creator.
    Like Users in CC in an E-Mail.

Actual behavior:

  • We created a new “Approved?” Attribute, that only specific users can edit. But we are not able to subscribe these users to the ticket or give them access in another way without giving them access to all the tickets.




We just installed Zammad a week ago and there is still a lot to discover for us.

2

Customers cannot be the owner of a ticket. They also cannot be subscribed with the mention function.

A ticket customer can always see what’s happening to their ticket. If they’re a member with a sharing organization, they also can see what’s happening within their organization.