Customer help desk manager

This topic relates only to the abilities of the customer, not internal agents or admins.

We have a client that is rather large. Employees can files their own tickets. However the customer wants one or more mangers to oversee all the tickets for their company. By oversee I mean they want to be able to view tickets, aggregate the number of outstanding tickets, see their status and age, and report this information to their upper management. This is partially to flag requests that are beyond the terms of the contract. For example, they can ask us to order any part to replace something broken, so long as it is under $250. Are they staying under the monetary threshold? Was something really broken or did they order an extra item that deliberately accidentally went home with them?

What we are seeking is that customer employees can see and edit their own tickets only. So “shared” cannot be applied here. Customer managers can view (but not edit) tickets of all company employees.

Is this possible with Zammad 6.2?

Thank you.

As you have guessed, Zammad does not provide solutions for your very specific use cases. Some may be work around with Core Workflows and such, however, you may not be happy with that.

Would it help if you give them a limited agent access? For example configure this agents, that they have only access to overviews and tickets for their own company.

But still have access to any customer / user in the system.
If that’s something that’s not acceptable that might be an issue.

Ok, thats the point i’m missing so far. If the customer is that large, maybe a second isolated instance only for this customer would be an option?

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a separate system is a possibility. a limited agent would also work, if they could see nothing else about any other client. it isn’t about the size of the client, though. if we provide support to a company of even, say, 5 people, we’d still want the owner to be able to login and see summary statistics and peruse incidents.

now… we are building a dashboard for our clients that covers a whole lot of metrics. i guess we can bake summary statistics from zammad into the dashboard. i just see an “oversight” role as something that is needed.