I woudl like to see the “template” feature expanded on to enable the following:
- a template can be created with the current set of server-side variables Variables — Zammad documentation
- on selection of that template and apply the template is placed into the body text as per the template
- on “create” of the ticket the template variables would be rendered out to contain the relevant current details “at that time” … as in a snapshot in time… ie customer a name changes to customer a but a ticket created for them 2 years ago still contains the old name. al la Conflict-free replicated data type - Wikipedia
This would enable vastly faster ticket template generation and a much smoother workflow for phone operators.