How do you handle agents, that working with different ticketgroups?

Technical assistance
1

Hi there,

i’ve a question regarding our Zammad-Setup, which i need some guidance.
We’re using Zammad for different departments in our company (with success!), like for the IT- or HR.

We setup agent-groups (Members of these Departments) and setup different (ticket-) groups. IT-Employees have access to the group “IT”, which fetches tickets by a microsoft 365 eMail-Account, and so on for the other departments.

Sometimes it happens, that a Employee opens a ticket in the HR-Department with a technical part. When the HR-Department assigns the Ticket (within the same Ticket-System) to the group “IT”, they lost access to the ticket.
When the IT do their regarding tasks and assign the ticket back to the HR, they also lost access.

As sometimes these departments have to work parallel on the tickets, it’s annoying, that either IT or HR don’t have access to a ticket, as the other department is working on them.

If i would create a group, where both departments have access, they could work together on these tickets. But as we have 3-4-5 deparments, we would need many “shared ticket groups” for every possible use case. Also, a ticket created in the HR-Group should remain in these group after closing - manual work with the potential forgetting to assign it back to the source group.

Maybe, some of you have found a better way to let agents from different departments work together on tickets?

Thanks in advance,
Bastian

2

Be creative about it and use the functions that exist, like this example:

IT Groups:
IT
ITHR

HR Groups:
HR
ITHR

Tickets delegated inside ITHR is accessible from both IT and HR. Then do the same for all other variations, pretty sure i have seen something similar like that in ServiceNow or some variation of ServiceNow in the past.

It’s like folders, 5 groups have access to this folder, if someone sneak the file (ticket) out of the folder, the rest of those groups can’t see the file anymore.

Addition:
Add guidelines so that the agents know what policy to follow.
Add a ticket field saying “Belongs to department” and then do a workflow / trigger = when state is closed, set group to HR.

Or other creative variations here too, checkpoints for “Task finished?” then a workflow that sets it back, or a state called “Finished” then a workflow that sets it back, etc.

Many ways to Rome :slight_smile: