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.