- Used Zammad version: 6.5.2
- Used Zammad installation type: package
- Operating system: Ubuntu 22.04
- Browser + version: Firefox Version 145
Hello,
we have been using Zammad for several years, but initially only with one group in IT support.
Now, another Zammad instance has been installed for other departments. So, there are two groups (HR Services and Payroll), each with its own assigned email mailbox.
Often, tickets arrive at the HR Services department, but these need to be processed by the Payroll department. Sometimes, the department that assigned the ticket receives follow-up questions for the department that submitted it.
Employees were used to sending follow-up questions via email. However, when this is done through the ticketing system, the message is attached to the ticket twice, and the department that is supposed to receive the follow-up question doesn’t see it because no notification is displayed.
We use the following workaround:
Macro: a) Delete the user assignment b) Set the other department as the group c) Set the current user as the subscriber. This way, the employee who submitted the ticket receives a notification when a comment is created. We use comments as a way for the two departments to ask questions back.
With this workaround, questions can easily be overlooked (according to the employees).
What is the best approach from your perspective?