Change reply to when reassigning ticket to new contact/customer

Feature requests
1

Title: If I forward a ticket to zammad it will be register in my name and I go in an switch it to a new customer / contact so that is correct. But reply to is not switched

  1. What is your original issue/pain point you want to solve?
    So I do not reply to the wrong person in a ticket
  2. Which are one or two concrete situations where this problem hurts the most?
    I forward a issue I got in my mail to zammad. The ticket show up in zammad I switch customer and contact. Reply to the ticket and misses to change replyto person. That will then send a response to the pwrson who forwared the ticket.
  3. Why is it not solvable with the Zammad standard?
    It’s solvable manually but not automatically as far as I know
  4. What is your expectation/what do you want to achieve?
    That I do not reply to the original ticket owner after I have switched owner.
    If there is any more useful information, feel free to share it all (e.g.: mockup screenshots, if something is UI related, or the API URL/documentation URL for a service you need a connection to).

Your Zammad environment:

  • Average concurrent agent count:
    2
  • Average tickets a day:
    5-10
  • What roles/people are involved:
    2

Anything else which you think is useful to understand your use case:

Thank you and have fun.

1 Like
2

Not sure if that’s really possible.

When you’re using the reply buttons, Zammad does not pull the META information from the ticket customer field, but the ticket articles FROM and CC attributes of the article you’re “replying” to.

Possibly a visual hint would be of help? E.g. something like

Ticket customer is not part of the recipients

and/or

Not all recipients in this tickets are in the recipient list of this reply

Because everything else will be a clusterfuck of confusion (sorry for my wording).
The only part where this is really a big problem in my personal world is, when I split tickets, where CC information gets lost.

3

I understand, a visual hint would be really good. Because today I get several tickets forwarded from colleagues into the support. I change the customer to the right customer and contact.

And when I do a reply the send to field is visually lost

image
image871Ă—243 8.03 KB

So it’s very easy to miss that I need to manually change the person I respond to.
And I should mention that this is only a problem when I reply the first time on a ticket.

2 Likes