Original Issue:
Currently, when opening a ticket, the customer’s name is not displayed at the tab. Agents often have to search for the customer’s name, which can be time-consuming and inefficient, especially when dealing with multiple cases.
Concrete Situations:
An agent is working on multiple cases simultaneously and needs to quickly switch between them. The customer’s name is often the first thing an agent wants to see to understand the context, but they need to scroll up to find it.
With a large number of open tickets, especially when customers have similar or identical issues, it’s difficult to quickly identify the correct ticket and customer.
Why This Can’t Be Solved with Zammad’s Standard:
Currently, Zammad doesn’t display the customer’s name directly in the tab. It’s shown elsewhere in the ticket details, but it requires scrolling or extra clicks, which slows down workflow.
Expectation/What I Want to Achieve:
I would like the customer’s name to be displayed at the tab. This would help agents quickly recognize the customer and the case context, reducing time spent searching for details and improving efficiency.
This feature should ideally be optional, allowing agents to choose whether to enable or disable this display based on their preference.
I think I understand what @faith is trying to convey here about why Zammad Standard is not good enough. Take a look at this screenshot below which replicates their scenario.
In the sidebar on the right, the default is to show the information the agent will need to process the ticket correctly. To @MrGeneration’s point, an agent can click once on the icon below it to access the customer information. This is what I end up doing most of the time when I’m working on a long list of open tickets because I’m always double-checking to see if there are other conversations I’ve had with this customer about the same or similar issues.
However, I’m also having difficulty understanding how this feature request would result in a positive user experience because we don’t get nearly as many tickets per day (I think). In our line of work, our best practice is to only work on one ticket at a time so that you don’t get the details confused between them.
@faith, could you please provide more details as to how this can improve your agents’ user experiences? At the very least, giving the agent the ability to decide if they want to see the ticket information in the side bar as a default or if they want to see the customer information in the side bar might be a useful thing (unless it creates bloated code).
I think I am having the same “problem” as fatih where, as a new helpdesk person responding to tickets, I expected to see the “From” field somewhere clear in the interface so I can immediately spot who created this ticket. I currently have to hover on either an avatar ball, click on the message to see the From field, or read the email and check the signature.
I included here a screenshot (I changed the html in my browser and added a From field) of the behaviour I expected to see, a clear field of the original ticket opener (the one in the Avatar on top of the ticket)
In the new desktop view this will maybe change in such an direction, that the current customer name and related organization is directly visible in the header and not only the avatars:
