Customer Portal assign ticket

Technical assistance
1

Infos:

  • 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
2

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.

3

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.

4

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