Issues with tickets owner and update

Technical assistance
1

Hello everyone, my team and I are preparing to launch Zammad in production mode in our company.
At the moment, we are using the latest available version of Zammad in Docker.
We have created an organization, added 10 agents, they create tickets manually - all like a call from a client.
At this stage, no Workflow changes are used (the settings section is empty) or SLA.
From the non-standard ones - SSO is used and there are custom fields in tickets.

We have two problems:

  1. after one agent opens a ticket of another agent - the ticket owner disappears - a “-” sign appears in the owner field. I could not find how to fix this - I need the owner to be saved and the agent to continue working on his ticket.
  2. In the upper left corner there is a zammad icon and numbers for the number of notifications appear next to it.
    The problem is that notifications arrive there that the ticket has been updated - without details of who did it and the main thing is that I know for sure that at the moment there are no active agents in the system who could do it. Moreover, if I go to this ticket - nothing has changed in it. Periodically, such notifications fall as SPAM.
    Please help me fix this.
2
  1. If Agent A creates a ticket, then they are the customer of this ticket - not the owner. The owner has to be manually set by an agent.
  2. Could you share a picture of what this looks like? On the right side of your dashboard should be a list of activities, are those entries correlated?
3

Yes, agent set itself as owner, however when he left ticket and open it again - owner field is blank

Agent open ticket, set himself owner again and story repeats…
i attached screenshots

Screenshot 2025-07-30 at 17.27.33
Screenshot 2025-07-30 at 17.27.33409×237 4.67 KB

Screenshot 2025-07-30 at 17.28.49
Screenshot 2025-07-30 at 17.28.49466×188 9.54 KB

as far you can see, all of them have no owner

4

This might be a silly question, but did they update the ticket after setting themselves as owner?

5

yes, they are, i also get same issue with my own tickerts

6

You could check the ticket history for more details about the update.

Normally this “-” happens only when for example the agent is no longer available as an owner for a group or some other special situations.