our agents are tired of opening each and single ticket in the ticket overview to get a clue of what is being asked from our customers by the tickets or just watch the history.
So we’ve implemented a new column “all articles” which gives an overview. Our agents can simple scroll through the list.
We would like to contribute our code. What are the next steps?
Certainly sounds like an interesting feature and I’d be interested in trying it out. Do you have a repository with the changes already published somewhere?
Regarding the steps, all I can directly link to is this:
You push to your own fork of Zammad, not the main repository.
The branch name doesn’t need a special name as far as I’m aware, a short descriptive term for your feature would be good. Maybe something like all-articles-overview.
Thank you so much for this! I had a similar hang up with Zammad a while ago.
We had the idea to solve this using a mouseover popup:
I would like to have the functionality to see a quick ticket summary when hovering with my mouse over a ticket title.
Most ticket titles are very vague so I have to open all tickets to find out where to dispatch them. Being able to get a quick glimpse at the tickets content would speed up our 1st level dispatching quite nicely
A mouseover summary popup is already done nicely with the customer field: