Title: Information/Alert/Warning Object Type
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What is your original issue/pain point you want to solve?
It is useful to be able to communicate with customers beyond simply asking them questions. This is not currently handled by Zammad in a useful way. -
Which are one or two concrete situations where this problem hurts the most?
A proportion of our tickets could be deflected if there was an obvious mechanism to give them answers based on their previous selections. -
Why is it not solvable with the Zammad standard?
Pre-populated read-only textarea Objects fall short in several areas. By marking them as read-only, they are automatically dimmed, meaning that they do not stand out as something we want customers to read. The text input in the admin UI does not support multi-line input for the prefilled value, requiring this to be done via the API, which is not overly useful for quick edits. -
What is your expectation/what do you want to achieve?
A native Object-Type that acts as a notification dialogue box to communicate critical/useful information to our customers. This should have some obvious styling to indicate the type of communication (maybe red for warning, yellow for alert and blue for information), possibly have a suitable icon, and probably doesn’t need a visible object name in the customer UI.
In Jira for example, a warning looks like;
An Alert looks like;
And information looks like;
Your Zammad environment:
- Average concurrent agent count: 60
- Average tickets a day: 400
- What roles/people are involved: IT Support and Site teams supporting 19 schools
Anything else which you think is useful to understand your use case:
Custom CSS can be injected into Zammad to get us 99% of the way there, but as this is not a native solution, it is less than ideal.
/* Style for a Warning/Alert Object */
/* Generic Rule for all WARNINGS (Starts with "warning_") */
.ticket-create .form-group[data-attribute-name^="warning_"] {
background-color: #fff3f3 !important;
border-left: 5px solid #dc3545 !important; /* Thick red line on the left */
padding: 15px !important;
margin-bottom: 20px !important;
border-radius: 4px;
}
/* Generic Rule for all ALERTS (Starts with "alert_") */
.ticket-create .form-group[data-attribute-name^="alert_"] {
background-color: #fff8e1 !important; /* Light amber/yellow */
border-left: 5px solid #ffc107 !important; /* Amber line */
padding: 15px !important;
margin-bottom: 20px !important;
border-radius: 4px;
}
/* Optional: Hide the label for these fields to make them look like pure banners */
.ticket-create .form-group[data-attribute-name^="warning_"] .control-label,
.ticket-create .form-group[data-attribute-name^="alert_"] .control-label {
display: none !important;
}
/* Optional: Style the text inside to be more prominent */
.ticket-create .form-group[data-attribute-name^="warning_"] .form-control,
.ticket-create .form-group[data-attribute-name^="alert_"] .form-control {
background: transparent !important;
border: none !important;
box-shadow: none !important;
font-weight: 600 !important;
padding: 0 !important;
}
/* Ensure text in Warning/Alert boxes is high-contrast, even when Read-Only */
.ticket-create .form-group[data-attribute-name^="warning_"] .form-control[disabled],
.ticket-create .form-group[data-attribute-name^="warning_"] .form-control[readonly],
.ticket-create .form-group[data-attribute-name^="alert_"] .form-control[disabled],
.ticket-create .form-group[data-attribute-name^="alert_"] .form-control[readonly] {
color: #212529 !important; /* Deep black/dark grey text */
opacity: 1 !important; /* Remove the 0.5 opacity browsers apply */
-webkit-text-fill-color: #212529 !important; /* Required for Safari/iOS */
cursor: default !important; /* Don't show the 'not-allowed' circle icon */
background-color: transparent !important;
border: none !important;
}