Hi!
We just moved from OTRS to Zammad and are really enjoying it!
However I’m missing something like the “Large Queue view” in OTRS.
https://doc.otrs.com/doc/manual/user/7.0/en/content/tickets/queue-view.html#large-queue-view
Maybe it is possible to replicate this somehow, in Zammad, but I couldn’t find a way.
Maybe you didn’t include something like this on purpose (I can see why you wouldn’t, it goes against the “correct” way of working because it enables cherry picking of tickets).
I would still like to argue in favor of something like this, because it enables a “power user” to do things like:
- Quickly scanning through search results (if you only see the title of a ticket, and the titles are similar or identical, finding the right ticket means opening all tickets in the search-results).
- Quickly picking out duplicates, (when a customer has accidentally sent a ticket twice or when someone is abusing/pen-testing the contact form)
- Finding similar questions and answering them in bulk (for example when there is a outage, it can make sense to reply to questions about that first, and give all those users the same answer)
- Finding the urgent tickets and quick-wins (sometimes when there is a busy day it makes sense to help people that just need a tiny push to get going first, and leave the more involved questions for afterwards)
Please let me know if this is already somehow possible, or if I overlooked something else like a existing issue or topic? I did first search for this, but couldn’t find any existing issues (on Github) or topics (here), but maybe I missed it?
Thanks 