Reply to notes within a ticket

Feature requests
1

Title: Reply to notes within a ticket

1) What is your original issue/pain point you want to solve?
Since we often have internal discussions within our Zammad tickets, sometimes even parallel to the email conversation in the same ticket, we would like to have the possibility to “reply” to a note.
EITHER in form of threads, so that the answer ends up not in the bottom of the ticket, but directly underneath the original note (known by tools like Gitlab).
OR in form of answers including a link/citation of the original note (known by tools like WhatsApp).

2) Which are one or two concrete situations where this problem hurts the most?
Tickets where many articles (notes and emails) come in at the same time.

3) Why is it not solvable with the Zammad standard?
Because right now I don’t know any function/feature in Zammad which would help in these situations.

4) What is your expectation/what do you want to achieve?
More structure and clarity within our tickets when having internal discussions with a ticket.

Your Zammad environment:

  • Average concurrent agent count: varies
  • Average tickets a day: varies
  • What roles/people are involved: agents
10 Likes
2

This technically is a duplicate of Reply / forward to a note which was denied some time ago.

3

I’m sorry, I didn’t see this old issue. Should I delete mine?

4

I’ll let you decicde.

5

Thank you! Then I would like to leave it here. I think I have formulated it more detailed. Besides, the old issue is already very old. I would like to give the issue another chance. Maybe now (7 years later) there will be more people who would also need this feature.

1 Like
6

I’m with you @khohla and also think it’s a different suggestion thanthe one in the “Reply / forward to a note” Thread.

We also discovered that it would help a lot to be able to reply/ react to articles in a Ticket.

This is different from the “Reply to” funcition for E-Mails and more of an internal, visual reply to quickly see what this note (or Mail) is refering to.

Imagine mentioning another agent who replys a few days later. In that there might have been added more articles to the ticket an you can’t see without scrolling what he is referring to without scrolling up.

So if you ask me every Artikel, Mail or Call would get a Button “internal reply” which shows that this is a reply to it in zammad only.

For me the answer should still be at the bottom of the ticket, as it’s the most recent note, but the article that it’s referring to should be shown. (Like in imessage when you reply to a previous message.)

5 Likes
7

It used to work in older versions.
It’s very annoying that this has now been disabled.

8

Definitely not. This was not a feature of Zammad… ever.

10

It was a hidden trick.
In older versions, you could highlight text in a note and use the reply button from a public article.

11

Thst was considered a bug, because people couldn‘t handle that behavior.