Used Zammad installation source: (source, package, …) deb
Operating system: Ubuntu
Browser + version: Chrome (latest)
Expected behavior:
If you create a Ticket for a Customer, the first Ticket-Item should be set to the Agent, who created the Ticket, so everybody knows, who is responsable for the item.
Actual behavior:
The first entry is filled with the username of the customer and nobody sees, who has created the entry:
Reason behind this is that you usually (especially when creating an incoming phone tickmet) your customer is technically the the initiator of the ticket which is why, even though the agent does create the ticket, show the first article being from the customer.
OK, I get the intention behind it.
But shouldn’t be there something like a Flag or so, so that every agent is able to see, that this entry (and therefore also the whole ticket) was created by an agent?
Background:
Currently, we are using the Ticketsystem completely internal. The Customer doesn’t even recognize when we are creating tickets in his name, but all other agents should see who has physically added the entry.
I think the main reason is that for Zammad, technically spoken, the sender is the customer you’re creating the ticket for. It’s under the hood a classical “create as user xyz” :x