Open tickets by link with pre-filled fields

1) What is your original issue/pain point you want to solve?

Our original issue is the inefficiency and time consumption experienced when manually filling out ticket fields every time a new ticket is created in Zammad. We would like to enhance our workflow by having the option to pre-fill ticket fields via URL parameters, making the process quicker and more streamlined, especially when directing users from our knowledge base.

2) Which are one or two concrete situations where this problem hurts the most?

  • Situation One:
    When a user encounters a common issue, described in our knowledge base, and decides to open a ticket, they have to manually enter all the information that is already available in the knowledge base. This redundant task consumes unnecessary time and can be frustrating to the users.

  • Situation Two:
    For our support team, having to guide users through the process of filling out ticket fields, especially for recurrent issues, consumes valuable time that could be better spent resolving more complex issues or improving the support system.

3) Why is it not solvable with the Zammad standard?

The current Zammad standard does not support the pre-filling of ticket fields via URL parameters. This limits the efficiency of creating tickets from the knowledge base or other resources, as each field has to be filled manually, leading to a slowdown in the ticket creation process and, subsequently, in the resolution time.

4) What is your expectation/what do you want to achieve?

Our expectation is to streamline the ticket creation process by having the capability to include pre-filled fields via URL parameters. This would significantly reduce the time and effort required for users and the support team when creating tickets, especially for common and recurrent issues described in our knowledge base. We expect that implementing this feature would improve user experience and support team efficiency, allowing for more focus on resolving issues and enhancing our service quality.

1 Like