1) What is your original issue/pain point you want to solve?
There is no way to limit agents’ permission to “Change Client” in the ticket.
2) Which are one or two concrete situations where this problem hurts the most?
The Customer calls and is not happy that his ticket has disappeared.
3) Why is it not solvable with the Zammad standard?
No way
4) What is your expectation/what do you want to achieve?
Creating a more transparent system to limit possible agent “games” or mistakes.
- Average concurrent agent count: 30
- Average tickets per day: 60
- What roles/people are involved: very different