We are currently trying to move away from OTRS, and Zammad is one of our options.
But there are two main blockers for us:
What replaces queues? Tags?
This seems odd to us because we currently nest some of our queues, and adding multiple tags to a ticket doesn’t seem to give us the same type of workflow as a nested queues, and it appears much more difficult to slot into the right place automatically.
Is there a form/equivalent to process tickets? We currently have tickets with button that step our through processes/stages in OTRS. Is this possible with Zammad? What would be the name of such functionality, if so?
I understand Zammad isn’t made to be a direct replacement for OTRS necessarily, but it appears to be one of the most polished offerings of the options so far. I’d love to make it work
Cheers, please let me know if there’s any more information I can provide.