Title: Private Tickets
- What is your original issue/pain point you want to solve?
Having organisations set as shared is useful the majority of the time. But occasionally, it would be useful to turn this off for specific tickets.
- Which are one or two concrete situations where this problem hurts the most?
Users being able to see each other’s tickets reduces duplication (in an ideal world where they bother to check first). However, this may not be appropriate for tickets intended for HR or Finance departments.
- Why is it not solvable with the Zammad standard?
Sharing is turned on at the organisation level. Whilst customers could theoretically switch their organisation before creating a ticket, most of them won’t.
We can use a workflow to change the ticket group, but not the customer organisation.
- What is your expectation/what do you want to achieve?
Ideally take the decision out of the customer’s hands - If they create a ticket where a workflow can determine that it should not be shared, either the org is automatically changed, or some other flag that hides the ticket from all other customers (even if they have the url) is set.