Customer Portal assign ticket


  • Used Zammad version: 5.3.1
  • Used Zammad installation type: docker-compose
  • Operating system: ubuntu 22.04lts (lxc proxmox-container)
  • Browser + version: Brave and firefox (uptodate)

Expected behavior:

  • logging into zammad as customer
  • creating a ticket
  • assining it to a technichian (agent) either manually or automatically

Actual behavior:

  • now possibility to assign tickets manually or automate the assignment
  • no automatic assignment even, when the customer ist assigned to an organisation

Customers cannot decide on who is the correct owner of the ticket.
This may also provide issues when customers overload a certain owner while other agents idle through the day.

You can’t change that behavior. What you can do is to update the owner of a ticket during creation via trigger if that’s really what you’d want.

well, It´s (now) only me as agent anyway. So in my case, the auto assignment you speak about woulnd´t be a problem. But I get your point, it doesn´t make sense in general.

A trigger would be fine totally - or assign it to a group of people, and then anyone within the group can grab it.