Can the feature requests not be locked when they are marked not planned? I submitted Mouseover User Information on ticket while logged in as customer
- It was marked unplanned and had the comment “it is not in the interest of a helpdesk to leak individual information about the agent”. It’s locked, without an opportunity to even respond or present a “why it’s valid” argument to that.
In YOUR specific use case, It may not be in the interest of YOUR specific helpdesk to “leak individual information about the agent”, however, in my use case and several others I know (especially in more self-service oriented implementations for ticket systems), customers are supposed to be able to see who is working on their tickets. Nothing would be exposed that is really “personal” information. When applying for a job on my support staff, it’s an expectation that the support staff will be able to be known/contacted, etc. - It’s been this way literally everywhere I have worked (several large healthcare systems).
Here is a valid scenario: I run an MSP that hosts a Zammad instance for my customers - they are all set up as different organizations, and their IT role agents have the ability to see MY company’s groups and “escalate” tickets to us they need help figuring out, or that end up being issues we manage for them. If I respond to a customer’s ticket, they may not be familiar with me (odds are they aren’t), it’s helpful for them to be able to hover over my avatar and see who I am - it prevents an additional call to their local IT staff and eliminates confusion.
Zammad should be built as a platform that is dynamic and adaptable to many different use cases, not pigeonholed into fitting only one specific scenario. Different companies have different goals and mentalities about them. The option to enable this or not, with the current behavior being the default is a perfectly reasonable request to make. It’s not good to just close/lock discussion on a use case because it doesn’t match what some others’ use cases are.