- What is your original issue/pain point you want to solve?
Our agents often sit together in voice chats, working through tickets.
Frequently they talk about what they are currently looking at, and would like to get a second opinion quickly as well as have the other agents in voice chat look at their ticket.
The current way to share a ticket to another agent is to copy & paste the ticket link via another chat platform so the other agents can click it. This requires switching programs and it would better to keep agents inside Zammad itself. - Which are one or two concrete situations where this problem hurts the most?
Copy pasting links to many tickets gets annoying over time, and just floods the chat channels with links that have very little value at later points, as any relevant discussions happen right there and then in voice chat. - Why is it not solvable with the Zammad standard?
@@-Mentions do have a similar use case, but they require a similar level of effort of just copy pasting the link into some other chat platform. In addition, mentioning multiple agents may require multiple names and they would clutter up the ticket history. - What is your expectation/what do you want to achieve?
We would like to see some way to “ping” tickets inside of Zammad itself. A pinged ticket should get highlighted some form in the UI for other logged in agents to see, so they can easily access it if they want to.
For a more concrete example, in our Zammad instance I added a modification that lets agents “ping” tickets by adding a keyboard shortcut Ctrl+Shift+F, which when pressed uses a noty toast message to show a clickable popup to all other logged in agents (Instead of a shortcut this of course could be some UI button/other solution).
Here’s a screenshot of what a pinged ticket looks like for others:
The arrow then lets you instantly open the “Report” ticket, the 
just dismisses it.
Also, our implementation is missing some controlled way of pinging only certain agents/groups. This would probably be needed in a proper implementation, as otherwise pinging with larger teams of agents would be more of an annoyance.
Our Zammad environment:
- Average concurrent agent count: not too relevant, but I think as soon as two are in a voice chat together this feature becomes useful
- Average tickets a day: I don’t have numbers, but enough where finding a particular ticket in overviews becomes hard
- What roles/people are involved: Agents