It will be great if there were function to prohibit agents to close the tickets without any comments
I would love to teach my agents to properly document their decisions, even the obvious ones.
First - don’t try to make Zammad do things that must be solved by corect process ogranization.
Second - this feature called “Core Workflow”
I f you know the solution so give some advice how to implement it using core workflof please… I tried but did not find how to do it
As a professional implementer of technical compliance I humbly disagree. Processes are nice, but if they require too much knowledge of people to not make mistakes they are not productive.