Show Owner to Customer (read-only)

Feature requests
1

1) What is your original issue/pain point you want to solve?
I get a ton of calls on our hotline just asking who the person is that is working on their ticket at the moment.
We could do the alternative of posting a note as mentioned in here but when a ticket gets more complex or has alot of history in it, it gets confusing or lost in the history for our customers and therefor call. And also it could cause a lot of spam in the chat: Show ticket owner to customer - #4 by mwb

2) Which are one or two concrete situations where this problem hurts the most?
Hotline calls when users want to know who is working on it.
Direct calls that are not meant for you anymore because you moved the ticket to a different agent.
Every not official workaround causes new issues like notification spam, gets lost in history etc.

3) Why is it not solvable with the Zammad standard?
I checked if I can edit in Object (Didn’t work, Zammad does not allow any editing of the owner field), I checked if I can trick the system by doing it via a Core Workflow (Didn’t work)

To the question specific: I don’t know why this isn’t solvable with the zammad standard, since I feel like we can’t be the only ones using zammad and have this request/wish.

4) What is your expectation/what do you want to achieve?
Make the Owner Object editable, but only the permissions, the rest can be hidden or read only.

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With the core workflows we can then set the Owner as a read-only for the defined groups/roles. Which, in my opinion, is completly fine and does the job.

Your Zammad environment:

  • Average concurrent agent count: 7
  • Average tickets a day: 10-15
  • Customer accounts: 100+
  • What roles/people are involved: Whole org

Thanks alot for you guys feedback and opinions on this topic/request!

I feel like this may be helpful if someone wants to say, that the external customer shouldnt see who is working on their ticket. We currently use it for only internal tickets and don’t care if the customer/user can see who is working on their ticket but rather like it if they could see it. It gives some kind of reassurance someone is looking at it (even if its not like that)

2

If this is a thing it needs to be configurable (and most likely be off by default), because all supporters I know, definitely do not want the user to know who’s in charge right now.

The problem with that is (and that’s what you indirectly described as desired in your use case), that people then try to contact people directly which disrupts support orders etc.

3

Would this be considered for a future update as a configurable option, or is this not something Zammad currently sees a need for?

I fully understand your point, and I also agree that it does not necessarily have to be enabled by default. However, giving admins the option to configure this behavior could be useful in certain environments.

For example, a person updates a ticket and sees that Joe was the last person to reply or chat with them. However, the ticket is now assigned to Sam, because Joe has already completed his part of the work. In that case, the user may still contact Joe directly or call the hotline, even though the ticket is actually on Sam’s desk now.

That is why I think having this as an optional setting could help avoid confusion and make ticket ownership clearer for the user.