Ensuring a missing "reply" button due to misconfiguration is discoverable

[ctheune]

Hi,

I would like to see a usability improvement for the situation described in:

[solved] Reply button missing

Hello Community, I have created three groups to reflect our 1st-, 2nd-, 3rd-level supporters. If I assign the ticjet to the 1st- or 2nd-lecel the reply button in the ticket is visible. But if I move the ticket to the 3rd-level group the button is gone. Wich settings enables this button? [zammad]

I don’t have a well-thought-out specific suggestion at the moment, but this caused us quite a bit of trouble discovering what’s going on (and then finally stumbling over the post above).

For me this is an indication that not having an email for a group resulting in the reply button not showing leads to a mental dead end for the user.

WRT discoverability, I’d suggest still showing the “reply” buttons but a) showing them as disabled and b) explaining in a tooltip why they are disabled.

Replying to issues is a core feature and not having that available was completely dumbfounding me …

Thanks,
Christian