I created this short video to illustrate the issue: https://i.imgur.com/xfvDZq1.mp4
It’s probably not self-explanatory, so here is what happens:
I start out in the “My tickets” view and I’ve made the window pretty small so that the overview sidebar is minimized. This has nothing to do with the issue itself, I’m just trying not to disclose any data from our production system ^^
From then on, I’m not touching Zammad at all.
I call my test hotline that feeds into Zammad’s CTI interface. Note how the “New ticket” screen pops up automatically; as I said, I haven’t touched anything in Zammad to cause this. It’s caused by the CTI interface.
After the call, the CTI screen will display my call like this:
martin.von.wittich originates from our Asterisk system, because our phone extensions are named after our usernames. This causes Zammad to correctly interpret that I have accepted this phonecall, and this seems to trigger this new feature to automatically open the “New ticket” screen. It’s probably been introduced with Zammad 3.1: https://zammad.com/news/release-3-1
Smoother workflow: Now, when you answer a call, Zammad will open a New Ticket dialog with the customer’s information filled in automatically. Less clicking = more listening = happier customers.
The problem here is that our agents are rather unhappy with this new feature, as actually creating phone tickets is a rare occurrence in our department. Currently it just leads to a lot of unwanted and empty new tickets that the affected agents all have to close manually. We’ve considered to completely disable CTI, but the overview is rather useful and if possible, we’d rather disable only the “New ticket” feature