Title: Having “merged to Ticket#12345” insted of “merged”
- What is your original issue/pain point you want to solve?
In a merged ticket it is only written “merged” and there is no visible ticket destination shown to the client.
- Which are one or two concrete situations where this problem hurts the most?
A specific customer of ours complained that they can’t see the destination ticket when one is merged. They keep the ticket in the “quick access” left bar and only see “merged” when they get back to it. We would have to manually go to the merged ticket to write the destination ticket number if we want them to be able to see it.
- Why is it not solvable with the Zammad standard?
There is no trigger that would do the trick
- What is your expectation/what do you want to achieve?
It would be great that in the ticket, instead of “merged”, it would be written "Merged to Ticket#12345 so the customer can see it and access the destination ticket easily.
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: 25
- What roles/people are involved: clients, agents