Show ticket owner to customer


  • Used Zammad version: 6.0.0-1688124635.f7dd26a6.jammy
  • Used Zammad installation type: (source, package, docker-compose, …) package
  • Operating system: Ubuntu 22.04
  • Browser + version: Firefox 116

Expected behavior:

  • Show ticket owner to customer after adding core workflow

Actual behavior:

  • Field not being displayed to customer

Steps to reproduce the behavior:

The owner field is a protected field and cannot be viewed to the customer.
Most often in regular support this information is not exactly relavant for a customer, because the customer shouldn’t be able to choose their “favorite agent”.

At least that’s the theory.

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I see. It’s not a big deal, was just wondering why it’s not working. Thank you!

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I found you can actually add it to the ticket ‘overview’ you can show the customers in the web interface, via Manage > Overviews > My Tickets and then selecting the ‘Owner’ field under ‘attributes’.

However I did not find how to make the field visible in the ‘customer ticket zoom’.
it might be ‘protected’ somehow but it definitely is not ‘secret’ as it is sent out in the JSON response to the customers’ browser :wink:

I understand that as a customer, you shouldn’t need to be able to pick ‘favorites’. So it does not make sense most often for the customer to be able to assign the ticket to a certain owner.

But depending on the type of organisation you work in, it might be desirable to show the assigned ‘ticket owner’ in the UI: so if you decide to for instance call about an open ticket, you can say: I’m calling about ticket #42, it’s assigned to Sarah, is she available? Or whatever. Also, it makes the experience for the customer a little bit more ‘human’, if they can see that their ticket is assigned to this name they might ‘know’.

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That’s exactly the use case we wanted to use it for.
Showing it in the overview is an okay alternative. We will use this for now.

Another thing you could do is configure a trigger that adds a note like “Your ticket was assigned to #{ticket.owner.firstname} #{ticket.owner.lastname}.” when the owner ist updated.

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