Show Customer Name Information in Right Sidebar

Technical assistance
1

Show Customer Name Information in Right Sidebar

Dear Zammad Team,

We have the following feature-request, which would be very nice to have:

  1. What is your original issue/pain point you want to solve?
    • Currently, for viewing the customer name, it is necessary to either hover over the initials of a post or to click on the customer-button on the sidebar (change sidebar-view).
  2. Which are one or two concrete situations where this problem hurts the most?
    • When agents need to reply to a customer and want to check which customer it is or how to spell their name.
  3. Why is it not solvable with the Zammad standard?
    • Because it is not possible to add a “customer” info-field in the ticket-sidebar.
  4. What is your expectation/what do you want to achieve?
    • Customer information should be viewable at a glance in the ticket without having to scroll, mouse-hover, or change sidebar-view.

Our Zammad environment:

  • Average concurrent agent count: 3
  • Average tickets a day: 20

Kind regards,

Michael

2

Why not use text modules to not even have the need to “spell” the name?

1 Like
3

that’s a good idea, I will suggest it to our support staff.
thanks!

4

or maybe we will use a template signature where the first line of each reply is

"Dear #{ticket.customer.firstname} #{ticket.customer.lastname}"

or something like that …

5

the only thing is that a signature will insert two empty lines before itself … is there a way to avoid that?

6

image
image1039Ă—433 14.9 KB

7

Yes, known behavior.
Text modules is the way to go, if one extra click is not an option to your agents. That’s imho much faster than anything else. But it won’t save you from the requirement to have clean data sets.

8

Alright, that solves it for us.
Thanks!

9

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