Hi all,
I don’t know if this is a feature or not yet, because in a way it just makes sense to me, but I can’t find settings to set this up.
My use case is as follow:
We have different support queues and different groups of agents assigned to those queues.
If a simple customer opens a new ticket, they can choose the queue only. That makes sense, we don’t want a customer to be able to assign an owner.
Now if an agent in one queue opens a ticket for another queue than the one they are associated with (as a customer then, with only create permission in Zammad on that queue), they still can decide the origin of the ticket (call / email), and most importantly they still can assign the owner of that queue.
That is a bit of a broken design, which resulted in some tickets lost in queues of a specific agent instead of showing to all in the usual unassigned queue.
So my questions are: is this a bug? A feature? Can it be changed to what I would expect?