let customer change organization of a ticket

Feature requests
1

Title: let customer change organization of a ticket

  1. What is your original issue/pain point you want to solve?
    • usually, tickets need to be private, but sometimes it makes sense to work together with colleagues.
    • usually, users send a mail to the ticket system to create a new issue. they rarely use the web interface or even know at first that the need to share their ticket
    • users have a primary organization (private) and one or more secondary organization like their department or project group, which are sharing organizations
  2. Which are one or two concrete situations where this problem hurts the most?
  • a secretary sends the message while colleague a needs the help, colleague b has to provide information and all want to be informed about the resolving of the issue
  • person a wants something, the agent needs more information that person b can provide
  1. Why is it not solvable with the Zammad standard?
  • there are no options to do that, and the zammad system prevents it toe and claw
  1. What is your expectation/what do you want to achieve?
  • there should be an option for the client to change the organization of his ticket to one of his own primary or secondary organizations

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).

Your Zammad environment:

  • Average concurrent agent count: 5
  • Average tickets a day: 10
  • What roles/people are involved: standard office persons, non-technical staff

Anything else which you think is useful to understand your use case:
sure, an agent could change that for the client. but why not let the client do this?

Thank you and have fun.

2

Just as a side note: this is possible in the ticket create screen. Just not after ticket creation (yet?).

1 Like
3

Yes, but as I explained, most users create tickets by writing an email, not via webinterface.
Also, often the necessity to involve others comes up later in the process, not at the beginning..

4

I always use the top right menu feels outside of the ticket. It’s where you also can merge a ticket with another one. There you should find an option to switch organization of the ticket.
only thing to be aware of is that when you reply to the ticket, it’s still connected to the reporter of the ticket.

5

But that doesn’t help customers at all.