Hello everyone,
Problem: When tickets are merged (e.g., because Zammad was unable to assign them automatically), they continue to be displayed in the search. Manually filtering them out with an advanced search is not a practical approach, and displaying merged tickets in the search is confusing to most users.
Idea: The ability to define global standard search filters to adapt Zammad to our needs.
Further description/further thoughts: Currently, to remove the merged tickets from the search for us, an automation runs hourly that moves the affected tickets to a group that users cannot see. If a agent clicks on the link in an email ticket notification because there was previous activity in the now merged ticket, they receive an error message stating that they do not have permission to view the ticket. The method is therefore effective for us, but for the agent, the traceability of the ticket is lost.
Taking this idea further, it was suggested that merged tickets are essentially “useless” ticket objects and that the links in ticket notifications (e.g., https://ticket.example.com/#ticket/zoom/8937) should be automatically redirected to the ticket into which they were merged. However, this is not a requirement in the feature request, just an idea to simplify the workflow.