- What is your original issue/pain point you want to solve?
I want to log a phone call on a ticket with a custom form. The existing support has two options
- A ticket note that is marked as a call type, but is otherwise restricted to a free text response.
- A time accounting form that we can attribute time and notes for a call, but little else.
Ideally, there should be a new base object type. There are already objects for “Ticket”, “User”, “Organization”, and “Group”. It would be convenient to have a 5th object for “Call”.
Our “tickets” regularly consist of multiple inbound and outbound calls, so I need to attach multiple phone calls to a single ticket.
- Which are one or two concrete situations where this problem hurts the most?
Reporting. I want to report all calls logged to a ticket, but I want to capture custom fields about that call into a spreadsheet. Specifically, I might have a ticket from an organization with calls from separate individuals in that organization. I want to know whether that call was inbound or outbound, who it was to, how long it was, what date and time, etc
Eventually, I want to automatically assign calls to a ticket through API requests.
- Why is it not solvable with the Zammad standard?
Currently, I can write a note that has been tagged as a call, but it’s just a multiline text area. I can also use the time accounting tool to log call time, but not much else.
- What is your expectation/what do you want to achieve?
I want to use Zammad as a call tracking and reporting tool.
Your Zammad environment:
- Average concurrent agent count: 5
- Average tickets a day: 5
- What roles/people are involved: Agents
Anything else which you think is useful to understand your use case: No