Condition for Trigger Field Article: Visibility

Feature requests
1

Title: Condition for Trigger Field Article: Visibility

  1. What is your original issue/pain point you want to solve?

If an agent sets the visibility of an internal article to “public” in a ticket, the customer is not notified about the article.

  1. What are one or two specific situations where this problem is most problematic?

See 1)

  1. Why is it not solvable with the Zammad standard?

If we had a trigger condition that evaluated the change in article visibility, an email could be sent to the customer with the change in the ticket.

  1. What is your expectation/what do you want to achieve?

This increases transparency in ticket processing.

If there is any more useful information, feel free to share it (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: ediscom.zammad.com

Average concurrent agent count: 14
Average tickets a day: up to 20
What roles/people are involved: agents and customers

Thank you and have fun.

2

Triggers can check the visibility of an article. Your problem is rather that this change does not cauae a ticket update. See the limitations of triggers: Limitations — Zammad Admin Documentation documentation

3

Thanks for the quick reply.

What other options do we have to inform the user that “new” information is visible in their ticket?

If the system does not offer anything of that nature, then the ticket can be closed.

4

Your agents could send actual emails right away, that way you wouldn’t need some trigger magic.