Title: Create two types of internal notes or make them editable
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What is your original issue/pain point you want to solve?
We created an internal note that is send by an AI agent into our Zammad to help our support team to get advice for customer tickets. Unfortunately now we always need to copy paste the instructions, as the internal note cannot be edited.
That is a work around and not really handy, especially after we created the AI agent to be quicker in replying. -
Which are one or two concrete situations where this problem hurts the most?
- Note not editable
This is bad especially when the information which is provided by the internal note is actually useful. We always need to extract it by copying/pasting, that does not make it very quick. - Note can be published to customer
To me it is tricky, that you can actually publish internal notes. I imagine this is done by incident, than a note which should be only internal is accidentally published.
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Why is it not solvable with the Zammad standard?
Notes can only be edited within the 10 ten minutes, as our internal note gets triggered after a customer writes, that is not possible. -
What is your expectation/what do you want to achieve?
It would be great having two types of notes: one which is internal only which cannot be published (non editable, f.e. notes to colleagues on something like a Spam reminder or so) and one note, that is editable and can be published, such f.e. templates for responses.
That would be so great!
Your Zammad environment:
- Average concurrent agent count: 10
- Average tickets a day: 10
- What roles/people are involved: Dev Team, Product Management, Support
Thank you !