We currently use Zammad web UI only internally, i.e. customers can only access it via email.
Next year we want to open the web UI to our customers, but we want a “fresh start” for them, i.e. they must not be able to see the old tickets. Is it possible to hide specific tickets from non-agent users, even if they are the customer of the ticket?
Zammad does allow you to set articles in question to “internal” - however, if you set everything to internal the ticket will still be shown and accessible to the customer:
So no, Zammad doesn’t allow you to hide tickets.
You could workaround it in overviews by using a date clause - however, if your customer uses the quick search of Zammad he will still find older tickets.
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