Customer who is Agent too can not see Tickets

  • Used Zammad version: 2.8.x
  • Operating system: CentOS 7
  • Browser + version: IE, Edge, Chrome

Hello to all,

We use Active Directory and created two groups - one for customer, one for agents. Zammad reads the users / groups via LDAP.
If a user has both roles -> customer for IT Tickets, and agent for his own department, he can not see the tickets which he send to the IT-Helpdesk. An error message appears saying that the user does not have the necessary rights to open the ticket. As an attachment I have added a screenshot.

Can someone please help me.


We do not support agents being a customer at the same time, if you ensure that your agent is only agent, your problem should be solved.

Hello, too bad that this is not supported. It can be in almost every company, that an employee writes as customer tickets to the IT and as a department manager himself is an agent. I know something like that from other ticket systems. I would hope that this feature will be included in Zammad.

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