We’re now working with Zammad since ten days. We migrated from OTRS 6 CE and we are very happy with it, but I have one question:
In OTRS when a customer responded on a ticket, there was a yellow star to symbolize that there’s a new article. What is the best way to avoid losing track of incoming inquiry emails?
I know that I can create a trigger so send me an e-mail, but is there another way instead of sending mails?
Bye
In Zammad you have a yellow circle when something new is in the ticket (or a reminder is due).
If you speak about the yellow flashing dot inside the yellow circle, it’s only visible if a ticket is opened in the tab bar, but not in the overviews.
You can activate notification like thats on your agent :
When a customer respond ticket is updated so you have new notification
exemple :
No, I mean the yellow circle itself.
Our documentation may help you here:
https://user-docs.zammad.org/en/latest/basics/service-ticket/settings/state.html
That is correct and has performance reasons. 150+ entries pulsing in an overview would kill your browser.
Maybe I use Zammad the wrong way. All my Tickets are always yellow until they are closed.
Is it a better way to set a ticket to pending reminder, if the agent has done something so the status went to grey?
I created the following trigger to do this:
Now I have the effect that all tickets went to grey after I worked on them and back to yellow, after the customer responds to a request.
Would animated GIFs be a solution?
Exactly. It is expected to set a ticket to a pending state, when you are waiting for a customer reply. You can do that with a trigger, as suggested. But most Zammad users to that manually.
“open” means, I as an agent have something to do. Right now.
