Creation of subscriber groups

Title:

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

As an admin, I would like to set up a group of people who can then be added to a ticket under the name of the group as a subscriber and then all are notified accordingly.

  1. Which are one or two concrete situations where this problem hurts the most?

As an example, we have several locations, but our hardware orders for the different locations are executed centrally and delivered to the locations. This is all documented in a single ticket. But since then, when it comes to payment, delivery and installation, different people are responsible than the person ordering and all the colleagues at the location are always aware of the fact that the customer is writing with them and that they all receive an update, it would be good to have such groups instead of having to type 5-10 names all the time.

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

There are different ways to trigger certain conditions, which you have to create beforehand, with a certain status or with overviews in which agents have to check regularly (but not a message here), but these are all workarounds, whereas such a group would be a very easy way to go.

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

It would be good if such subscriber groups could be included

1 Like

Please take a look at the following feature request, which goes in a similar direction.

Yeah, it’s similar, but for me, it’s all about the functionality that I can put agents into a group, and then I can call that group directly in a ticket, and all the agents that are in that group automatically become subscribers to that ticket.
Adding multiple customers (who are actually agents and are not really the customer of the ticket, but are still registered as a customer to receive the message) as a workaround would lead to a lot of confusion among the agents. So this would be a different issue, since it’s purely about the subscribers feature.