Title:
- What is your original issue/pain point you want to solve?
In the Desktop View ticket detail, the default reply action is hardcoded to “Add internal note” for agents and “Add reply” for customers. There is no Setting, Role, or user preference behind it. For helpdesks where the dominant agent action is a customer email reply (and internal notes are rare), the most prominent action on the screen is the least used one, while the most common one requires an extra click via the per-article reply menu.
- Which are one or two concrete situations where this problem hurts the most?
-
IT / customer support helpdesks where ~99% of agent activity is replying to the customer by email. Every reply now needs one extra click; the prominent button invites accidental internal notes that the customer never sees.
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New / junior agents during onboarding — the most visible button is the action they should almost never take.
- Why is it not solvable with the Zammad standard?
The button selection is hardcoded based on viewer type. No admin setting, group setting, role permission, or user preference can change it. The only current workarounds are agent training (doesn’t scale) or local frontend patches (not feasible for most installations).
- What is your expectation/what do you want to achieve?
A way to choose whether the default reply action is “reply” or “note”.
I’m not prescribing the design — a global Setting, a Role permission, a per-group option, or a personal preference would all solve it; Zammad maintainers are in the best position to pick what fits the product.
If there is any more useful information, feel free to share it all (e.g.: mockup screenshots, if something is UI related, or the API URL/documentation URL for a service you need a connection to).
Your Zammad environment:
- Average concurrent agent count: 5
- Average tickets a day: 5-20
- What roles/people are involved: agents (internal-users IT support), admin
Anything else which you think is useful to understand your use case:
Thank you and have fun.
