Inner Chat Function For agents

It would be so helpful being able to do Agent to Agent chats so you can deal with multiple departments on a certain ticket rather than having to transfer it, quickly chat or group chat

  1. What is your original issue/pain point you want to solve?

sometimes you need to ask just a question to another department’s agent, currently you have to put a private note and transfer it,

  1. Which are one or two concrete situations where this problem hurts the most?

if you are working on an urgent ticket then you make the internal note transfer it, then you have to go tell the user either by Calling / emailing / teams / of physical visit because the ticket maybe amongst many other tickets,

ticket gets transfer back to the wrong person. or department, as we dont allow some departments access to read/view/edit other departments tickets its hard to track down the missing ticket,

  1. Why is it not solvable with the Zammad standard?
    the function is not available, the current solution is slow and unproductive or you have to move out of zammad to another system.

  2. What is your expectation/what do you want to achieve?

to be able to do something like @@agent and get an option to do quick chat with them.

If there is any more useful information, feel free to share it all (e.g.: mockup screenshots, if something is UI related, or the API URL/documentation URL for a service you need a connection to).

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i see this has been asked for a few times but maybe not in the right way so the request has been closed,

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Your Zammad environment:

  • Average concurrent agent count: 60
  • Average tickets a day: 500
  • What roles/people are involved: 35 roles / Departments
5 Likes

this is actually a really great idea - I would like this feature too

1 Like