Infos:
- Used Zammad version: 6.5.2
- Used Zammad installation source: Docker compose
- Operating System: Debian GNU/Linux 12 (bookworm)
- Browser + version: Mozilla Firefox 144.0.2
Hello everyone,
I have the following use case and was wondering if there’s any recommended best practice.
Current Overview:
- We’re inhouse support
- Currently one single organsiation that’s assigned with e-mail domain for all employees
- A single admin role, multiple agent roles and a single customer role
- No SLAs
Now we want to implement an SLA for a few vip customers only (department leads and a few special positions).
First I thought about adding a role customer_vip where I add the people but it seems role can’t be used for customers (which kinda makes sense since they’re just customers). Then I thought about just using that role to filter users quickly and set the users as VIP, but I’m not a big fan of that.
My next idea was creating a second organisation thats set as VIP and add that as second organisation to those users, but it seems the SLA only works when the customers create a ticket with that second organisation. Being part of it is not enough.
A workaround for that would be to set the vip organisation as primary but I’m not sure if that will cause other issues down the line.
How would you handle this use case or are there any known best practices? I’ve searched around for a bit but found nothing.
Thanks in advance!