collaboration between groups

Technical assistance
1

Infos:

  • Used Zammad version: 6.3.1-1716457712.5cc84175.bookworm
  • Used Zammad installation type: package
  • Operating system: Debian Bookworm
  • Browser + version: Chrome

Expected behavior:

  • I have multiple groups (teams):
  • Sales
  • Invoices
  • Delivery

Happens that groups need to communicate together:

  • example1: Delivery receive an email from a customer and give some feedback. After a while Delivery on that ticket need to forward the communication to Invoices
  • example2: and Agent of Delivery need to write a mail to Sales

Actual behavior:

  • in example1 If I forward the email to the address of Invoices the email is attached to the same ticket. To workaround this I think that i can split the ticket, and assign the new ticket created to the Invoices group (group assigned with CREATE permission).

  • in example2 I can’t imagine any solution/workaround…

Can someone help me how to manage these situations?

thanks

Matteo

2

It somewhat depends on your workflow, usually you’d either split the relevant ticket article into the new group -or- you’d re-assign the whole ticket to the new group.

This kind of depends on what input is needed by the other group etc.
Personally I’m a fan of split tickets with condensed information - especially if the ticket has a fairly big history.