Cross-group ticket assignment without changing the group – elegant solution?

Technical assistance
1

Hi everyone,

we’re running Zammad for a group of 5 companies, each with their own group (mainly because of different email signatures/outgoing addresses per entity).

Our use case: agents from one company should be able to assign tickets to agents from another company – without changing the group of the ticket (since the group determines the outgoing signature/email address).

Example: A French agent wants to assign a ticket to a German colleague. The ticket should stay in the French group (to keep the correct signature), but the German agent should appear as owner and be able to work on it.

Our current approach: Give all agents a shared role with “full” access to all 5 groups. This works, but feels a bit blunt.

Questions:

  1. Is there a more elegant or purpose-built way to handle cross-group ownership assignment in Zammad?
  2. Is there a way to decouple “group membership for assignment visibility” from “full group access”?
  3. Any experience with role-based setups for multi-entity Zammad installations?

Thanks in advance!

Tim

Infos:

  • Used Zammad version: 6.3.1-1718367873.f61b210f.jammy
  • Used Zammad installation type: (source, package, docker-compose, …)
  • Operating system: windows / linux
  • Browser + version: Chrome

Expected behavior:

Actual behavior:

Steps to reproduce the behavior:

2

Hi !
Simple Zammad user here, no link to core team.

For your cross-group ownership issue, I would create subgroups. We have a similar situation, although not exactly, in my company. What we did, taking your exemple with FR and DE teams:

  • Create FR group
  • Create DE group
  • Create FR>DE subgroup with correct email setup fro FR mail and FR signature
  • Create DE>FR subgroup with similar setup

After that, the French agents, assuming they have an identifying role can be given access to:

  • All permissions in FR group and subgroups.
  • EDIT permission in DE>FR subgroup (and all similar subgroups for your 5 companies)

Then regarding workflows:

  • When the French teams receives a mail, it arrives in FR group, where only French agents can edit.
  • If needed, a french agent can change the ticket group to FR>DE to allow a German collaborator to edit the ticket, while still using the French setup (mail and signature)

This approach also solves your visibility issue since you can setup “Read” and “Overview” permissions independantly in each group and subgroups.

Let’s say you have 5 countries FR, DE, IT, BE and ES, you get the folowing structure:

  • FR (Main group for French Agents, receiving and sending french emails)
    • DE (French group for German agents, sending french emails)
    • IT (French group for Italian agents, sending french emails)
    • BE (etc..)
    • ES
  • DE (Main group for German agents)
    • FR (German group for french agents)
    • IT (etc..)
    • BE
    • ES

That’s how I would approach it anyway, hope this helps !