Events for Users and Organisations in Schedulers

Feature requests
1

Title: Events for Users and Organisations in Schedulers

  1. What is your original issue/pain point you want to solve?
    We enabled the possibility to sign up as new “customer” via the web interface. We’d like to sort nearly every user to it’s organisation in order to determine whether it’s a real customer or a stranger who just found the interface. Another reason why we need the assignment is for later financial processing of the tickets. So far so good.
    We’ve restricted the permission to create organisations to the admins only in order to prevent “uncontrolled growth” of the orgsaniation list like “aby company” vs. “abc GmbH”.
    That’s the point where we need to check for users without assigned organisation regularly. Since we got enogh other work and ticketing isn’t our main-business, we’d prever to to this weekly or monthly by getting a notification / email by the ticket system in case some manual work is required.
  2. Which are one or two concrete situations where this problem hurts the most?
    Users without an assigned organisation cannot billed direcly. Out staff has to figure out who the customer is and where he/she belongs to before writing bills.
  3. Why is it not solvable with the Zammad standard?
    Currently “Events” like E-Mail, Notifications and Webhooks are supported for objects of type “Ticket” only. So it’s not possible to send mails to the admins periodically.
  4. What is your expectation/what do you want to achieve?
    We’d love to have the possibility to send E-Mails to defined roles or users and execute webhooks containing necessary information about matching objects periodically via the Scheduler-feature in case the conditions (in our case user has no assigned organisation and was created within the last month).

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: 2
  • Average tickets a day: 4
  • What roles/people are involved: Admins

Anything else which you think is useful to understand your use case:
n/a

Thank you.

2

To me it sounds like your actual customer -usually- does not come from Zammad, but from a different source. Shouldn’t this source just use Zammads API and do all that automatically without human interaction?

3

Since we started using the software about 4 weeks ago, most of the incoming tickets are sent by email (from the potential customers themselves) and imported via the Microsoft 365-Integration.
There are ~400 potential customer organisations with 1-15 contacts per organisation over the years it’s nearly impossible to create all organisations by hand or by some kind of guessing.
I guess it’s a bad situation since we didn’t start tracking all contacts and organisations from the beginning of the business, so there is no database containing that piece of data.
At the moment we’re already matching customer contacts by e-mail-domains when possible; but there are a few organisations sharing the same domain or using private addresses.

A workaround for me will be to query all users once a week and check whether they are assigned to an organisation and send an email via other tools, but it would be better to do this natively via Zammad itself for documentation and management reasons.