Digital Signature or Approval Indication Field in Tickets

Feature Request: Digital Signature or Approval Indication Field in Tickets - Zammad 6.3.1

Description:

We would like to request the implementation of a new feature in Zammad 6.3.1 to allow for a more formal and secure method of recording customer approval.

Context:

We currently use Zammad 6.3.1 to manage our support tickets. We have identified a need for a mechanism that allows customers to clearly and unequivocally confirm their approval, preferably through a digital signature or an indication that the document has been signed.

Proposal:

We propose creating a specific field in the ticket details tab that can be configured for:

  • Digital signature: Allowing customers to attach an image or file of their digital signature, confirming their approval.
  • Text field: Containing the phrase “Document Signed” and the date of the signature, which would be automatically populated by the system upon customer confirmation.

Additional features:

  • Notifications: Send email notifications to both the agent and the customer upon confirmation of the signature.
  • Change history: Record all changes made to the signature field, including the date and the user who made the change.
  • Integration with digital signature tools: Evaluate the possibility of integrating Zammad with popular digital signature tools, such as DocuSign or Adobe Sign.

Benefits:

  • Increased security: Ensures the authenticity of the customer’s approval.
  • Greater formality: Makes the approval process more professional and reliable.
  • Improved traceability: Allows for tracking all changes and approvals made to the ticket.
  • Compliance with regulations: Can meet legal and compliance requirements, such as electronic signature regulations.

Priority:

We consider this feature to be of high priority , as it will significantly contribute to the security and compliance of our processes.

Notes:

  • Implementing this feature may require custom development or integration with third-party tools.
  • It is important to consider compatibility with different browsers and devices.