Title: Overview: Team - open Tickets - add a total nbr of tickets to the grouping headline, positioned on the right side. In addition adding a description to non assigned tickets.
- The overview “Team - open tickets” can be set to “grouping by user”. In this case it would be helpful to see the total number of tickets per user in the headline. As well as a headling for all not yet assigned tickets.
- Our support team handles tickets by topics /responsibilities. In case one agent has a high number of tickets, this total number of tickets in the headline of the grouping would give a hint to the colleagues, so they can act quicker and jump in to support the respective colleague.
- Currently this is not available and clients are not able to change the Zammad UI.
- Making it more visible to agents in case a colleague is overwhelmed with tickets. Working closer on the overall number of tickets; faster response times & handling of tickets. Supporting cross over training / working attitude.
In addition it would helpful to exchange the group title “-” (not assigned yet) to “Not assigend yet” or similiar.
A screenshot is attached, which gives a basic overview of what it could look like:
Your Zammad environment: SaaS
- Average concurrent agent count: 90
- Average tickets a day: 30 - 50 overall
- What roles/people are involved: support department for our hotels. (Reservation & Distribution)
Anything else which you think is useful to understand your use case:
Thank you for your attention in this matter!
Best regards