We love to use ZAMMAD in our business. I hope my suggestion for improvement will find a lot of support. Surely you have ideas on the topic, I would be happy if you contribute them here.
Agents from the sales group should be able to see and create tickets in the support group WITHOUT being able to change ticket information or send emails to customers .
Problem / background:
CHANGE rights allow the following actions:
- Creation of internal articles
- Creation of external articles (external communication to the customer)
- Mention of other agents (mentions function)
- Editing ticket information
CHANGE rights can only be granted or not granted. Adding mentions to the ticket is only possible with CHANGE rights, whereas viewing mentions is only possible with READ rights.
A further differentiation of the individual actions and authorizations is not possible in the standard.
Split the CHANGE right into ASSIGN, COMMENT and COMMUNICATE.