What is your original issue/pain point you want to solve?
There are tickets/tasks, that need to make an appointment, cause they either need too much time to just work on them “on the fly”, or cause there are more participants involved, so further coordination is needed.
Which are one or two concrete situations where this problem hurts the most?
(a) Updates on customer workstations, that would hinder the normal work of those customers need to be timed after/before/… workhours.
(b) Customers that have many meetings prefer to make an appointment instead of trying to directly solve a problem.
(c) Incidents/Problems, that need to be solved by more than one agent somehow need to coordinate.
Why is it not solvable with the Zammad standard?
there just isn’t a feature, that directly addresses this.
A workaround with “pending till” states is not really suitable, if it’s not enough to just track a timepoint. Sometimes you need to block a timeslot. (1/2 | 1 | 2… hrs) to ensure this ticket can be taken of without interference.
What is your expectation/what do you want to achieve?
Add an ticket-object, that has a starting and an endpoint.
This object creates an entry in a calendar similar to the already existing calendars for escalation of tickets.
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).
this could even help in assigning to agents, if the system already knows of a blocked timeslot, it could show a list of “free agents”. on the long run it could even be possible to foresee bottlenecks, so you can plan accordingly
Your Zammad environment: 5.4.1 (migration to 6.0 already planned)
- Average concurrent agent count: 40
- Average tickets a day: (very much variance) 0 - 150
- What roles/people are involved: all (agent, customer, etc. )
Anything else which you think is useful to understand your use case:
Thank you and have fun.