Title: Simplified ticket creation for some agents
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What is your original issue/pain point you want to solve?
We have non-technical agents in our site and office teams, who only need to create tickets as themselves. They would benefit from being presented with the customer ticket creation form rather than being confused by the additional options provided by the agent ticket creation form. -
Which are one or two concrete situations where this problem hurts the most?
Non-technical staff, who need to handle some basic tickets, but are primarily customers of the helpdesk. -
Why is it not solvable with the Zammad standard?
Ticket creation falls under Agent or Customer - There does not appear to be a way to choose which ticket creation interface a role will use. -
What is your expectation/what do you want to achieve?
Move ticket creation selection into it’s own permission structure, so that users with a specific role can work on their assigned tickets, but are treated as a customer when creating new tickets.
Your Zammad environment:
- Average concurrent agent count: 60
- Average tickets a day: 400
- What roles/people are involved: IT Support and Site teams supporting 19 schools
Anything else which you think is useful to understand your use case:
Right now we’re looking at how we expand the helpdesk to cover several additional non-IT departments, all with non-technical staff. There is no reason these staff need to create tickets on behalf of other users.