Title: Send email to one or many agents on private article creation
- What is your original issue/pain point you want to solve?
In our ticket-handling process using Zammad, the agent assigned to a ticket is not necessarily the point of contact for the customer. The ticket owner therefore becomes the technician responsible for support, while the customer-facing agent subscribes to the ticket.
However, private notes do not trigger notifications for subscribed agents. As a result, the customer-facing agent(s) must regularly check the Zammad page to stay up to date.
- Which are one or two concrete situations where this problem hurts the most?
When the assigned agent asks an internal question, the agent(s) who subscribed to the ticket do not receive the information immediately.
- Why is it not solvable with the Zammad standard?
The notifications settings from Ticket setup not give the availability to do that.
- What is your expectation/what do you want to achieve?
I would like to add the ability to achieve this, and I have two possible approaches to propose:
First option:
Provide, in the ticket notification administration settings, the possibility to send an email to subscribed agents whenever a private article is created, including the name of the agent who wrote the article and its content.
Second option:
This approach introduces more complexity and configuration. It would involve adding a has_many relationship with agent users, as well as a multiselect input in the ticket, allowing agents to be selected and recorded as recipients for notifications of private articles. With this configuration in place, a trigger should be sufficient to send an email to the listed agents.
If there is any more useful information, feel free to share it all (e.g.: mockup screenshots, if something is UI related, or the API URL/documentation URL for a service you need a connection to).
Your Zammad environment:
- Average concurrent agent count: 5/6
- Average tickets a day: We start recently so I don’t have this information
- What roles/people are involved: Admin/Agent
Anything else which you think is useful to understand your use case:
I already done this feature in our own environment adding custom multiselect in ticket object and using a trigger that call a webhook, retrieve ticket et article informations and then send emails from our own email server.
Thank you for your time.