Hide "ticket states" from customers


  • Used Zammad version: 3.5
  • Used Zammad installation source: package
  • Operating system: CentOS 7 2003
  • Browser + version: Vivaldi 3.4

Expected behavior:

  • Customers should not be able to change a “pending” state timestamp from any ticket.

Actual behavior:

They can see:

and change:

Also, we would like to hide the “ticket State” from (user, not agents!) Ticket creation. So in general we want this gone:

Steps to reproduce the behavior:

  1. Create a shared Organisation.
  2. Add some users within this organisation.
  3. Create a Ticket as one of these users.
  4. As Agent set the “ticket state” to “pending”.
  5. Log in as a different user.
  6. Open the ticket of the other user.
  7. Change the “pending” timestamp. --> shouldn’t be possible

I expected at least a short reply…

Is that considered a feature? Or more a bug?
Do you have questions?

I would be thankful for any information.

Thank you guys :slight_smile:


thanks for your patience.
This is a known bug, see:

Please keep in mind that this is a free community where everyone that finds spare time to contribute in e.g. supporting other users with questions and issues. However, a answer or solving the issue can’t be guaranteed. If you require business grade support, you can check out Zammads support contracts which do provide exactly that.

Thank you for your time.

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