First Response time automatically entered when agent creates ticket

Technical assistance
1

Infos:

  • Used Zammad version: 6.2.0-1705322325.8ff65214.bullseye
  • Used Zammad installation type: (source, package, docker-compose, …) Package
  • Operating system: Debian 11
  • Browser + version: Edge - Latest version

Expected behavior:

  • When a agent creates a ticket the first response time should not be automatically filled in.

Actual behavior:

  • When an agent of one group wants to create a ticket the first response time gets filled in automatically.
  • When a person with only customer rights creates a ticket this works and the first response time is not entered.

Steps to reproduce the behavior:

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As you can see the first person is an agent of a group that creates a ticket.
And the first response is automatically filled in.

The problem we have is we have different roles with different group access. So almost everybody in our organization is an agent (not customer).
So to create a ticket we must give them the right to create a ticket to the specified group in the role.

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This one is for testing purposes. But we have alot of groups…

If we delete the IT support create rights from the role the person is not able to create a ticket for the IT support. We get an error wrong group id.

So how can we solve the issue that the first response time is not filled in automatically when an agent makes a ticket?

Because a agent from one group or service desk should be able to create a ticket for a different group no?

Thank you

Greetings
Thomas

2

Bump this thread again :slight_smile:

3

Why not?
The ticket the agent usually creates is a phone ticket.
Thus Zammad expects that the first response (aka I did have a call with the person having the problem) already occured.

It’s about reaction not solvage.

4

So for instance you have an IT support group. And you have a Sales team group.

When somebody from Sales makes a ticket for the IT support group.
Then the first response is also entered…

Because once you are a agent you cannot be a customer for another group right?

How can you make an SLA on this then when the first response is already filled in?

5

Right. The sales agent is technically the first responder. Even if he just creates a ticket due to a customers request. It’s a first response, as the sales person ensures that it goes to the right department (and usually would give feedback to the customer, e.g. if being on a call with them).

6

Out agents are also customers! If an agent creates a ticket through the REST API the first reaction time should not be filled in because in this case the agent is a customer!

We use Zammad in 16 schools and teachers are our agents. Teachers are only responsible for certain things. In other things teachers are customers only. It does not make sense in these instances that the first reaction time gets filled in.

1 Like
7

Ye we are using zammad as internal helpdesk system and with other departments so many agents :slight_smile: